Technical Support Specialist - II

Grow your impact in a hands-on desktop support role supporting personal computers, laptops, mobile devices, network connectivity, and printing equipment onsite in Agoura Hills, CA. This Technical Support Specialist II position emphasizes independent problem solving, clear communication, and strong documentation practices, with competitive pay and a 401(k).

Pay: $72,260.98 - $87,023.98 per year
Location: Agoura Hills, CA (onsite)
Work mode: In person
Experience: Minimum 2 years

What you’ll do

• Serve as the primary technical escalation point for Tier 1 support, providing guidance, training, and documentation for complex resolutions.
• Perform independent root-cause analysis for recurring incidents and collaborate with IT infrastructure teams to deliver permanent, systemic fixes.
• Identify inefficiencies in desktop deployment workflows and recommend automation or process improvements to management.
• Coordinate with external hardware and software vendors to resolve complex engineering escalations and warranty issues.
• Upgrade or deploy desktops, laptops, software, point of sale devices, and peripheral equipment according to the approved hardware and software list.
• Set up and maintain company issued phones and BYOD phones, including MDM management.
• Troubleshoot and resolve software, hardware, and telecommunications problems by researching, isolating issues, and providing solutions.
• Support users locally and remotely using remote software, providing Level 2 Helpdesk support.
• Track hardware and software inventory as required.
• Provide primary weekend support on-call duty every four to five weeks.
• Deliver verbal and written weekly status reports to the manager.
• Attend to calls and tickets promptly to ensure strong customer service.
• Manage user account information, including rights, security, and systems groups.
• Track all incidents and service requests in the helpdesk ticketing system and meet expected SLAs.
• Manage multiple projects in a fast-paced environment while keeping stakeholders and customers updated and meeting tight deadlines.
• Commit to ongoing education to learn and apply new skills and software applications.
• Follow and adhere to company security policies, including remediation and identification of security threats.

What you bring

• Valid specialized IT certification that is not expired (example: Microsoft 365 Certified: Modern Desktop Administrator Associate) or certification completed within the last 12 months if not currently certified.
• Minimum 2 years of PC support experience in Windows Professional environments.
• Ability to troubleshoot Dell, HP, and Apple PC/MAC/Laptop hardware to component level.
• Active Directory knowledge.
• iOS and MDM knowledge.
• PC imaging and migration knowledge.
• Knowledge and experience with: Microsoft Windows 10, Microsoft Office Suite (Teams, OneDrive), Microsoft Exchange/Outlook, Chrome, Adobe products, remote tools, anti-virus solutions, helpdesk ticketing systems, and VPN software.
• Printer product knowledge and ability to configure and troubleshoot printer network devices.
• Experience supporting in a mission critical environment.
• Solid customer service and phone skills.
• Valid California driver’s license with a clean driving record.

Helpful tools and platforms

Microsoft 365, Windows Professional, Windows 10, Microsoft Office Suite, Teams, OneDrive, Microsoft Exchange, Outlook, Chrome, Adobe products, remote software, remoting tools, anti-virus solutions, helpdesk ticketing systems, VPN software, Lucidchart, Visio, AutoCad, Bluebeam, Smartsheet, MDM, iOS, Active Directory, point of sale devices, and printer network devices, plus BYOD phones.

Physical demands

• Regularly required to talk or hear.
• Frequently required to walk, sit, stoop, kneel, crouch, climb, crawl, and use hands to finger, handle, or feel.
• Must frequently lift and/or move up to 75 pounds.

Benefits

• 401(k)