ATI Restoration, LLC is seeking a Help Desk Technician to deliver Tier 1–2 end-user support across the organization in a Google Workspace-centric environment. This onsite role in San Diego, CA focuses on troubleshooting, endpoint support, onboarding and offboarding, core networking assistance, documentation, and escalation for advanced issues.
Role Overview
The Help Desk Technician will support users through in-person, remote, and ticket-based workflows. The position covers Windows 10/11 endpoint issues, Google Workspace (including Gmail, Drive, and Calendar), identity services, remote desktop environments, collaboration tools, and key aspects of endpoint management. The role also includes maintaining accurate documentation and contributing to a knowledge base.
Key Responsibilities
- Provide Tier 1–2 technical support to end users using in-person assistance, remote support, and a ticketing system
- Troubleshoot Windows 10/11 endpoint issues
- Troubleshoot issues within Google Workspace, including Gmail, Drive, and Calender
- Troubleshoot RemoteApp / RDS environments
- Troubleshoot Zoom issues, including Meetings and Phone
- Troubleshoot Okta issues, including SSO, MFA, and user provisioning
- Support endpoint management and patching using PDQ Connect, Dell Command Update, or similar tools
- Assist with onboarding and offboarding, including user account creation (AD / Azure AD / Okta)
- Assist with onboarding and offboarding, including device provisioning and setup (Laptop, Cell Phone, AD account creation)
- Troubleshoot networking basics, including VPN, DNS, and connectivity issues
- Maintain documentation and knowledge base articles
- Escalate complex issues to Tier 3 / Infrastructure teams as needed
- Support security best practices, including phishing awareness, MFA enforcement, and endpoint compliance
Required Qualifications
- 2–4 years of Helpdesk / IT Support experience
- Strong knowledge of Windows OS and troubleshooting
- Strong knowledge of the Google Workspace ecosystem
- Strong knowledge of Active Directory and Azure AD
- Experience with SSO platforms, with Okta preferred
- Basic understanding of networking concepts including TCP/IP, DNS, and DHCP
- Excellent communication and customer service skills
Technologies
Google Workspace, Gmail, Drive, Calender, RemoteApp, RDS, Zoom, Okta, SSO, MFA, PDQ Connect, Dell Command Update, PDQ, Windows 10, Windows 11, Windows OS, Active Directory, Azure AD, TCP/IP, DNS, DHCP, VPN, and AD / Azure AD / Okta.
Preferred Qualifications
- Experience with Remote Desktop Services / RemoteApp
- Experience with endpoint management tools (PDQ and similar)
- Experience with Zoom Phone / VoIP systems
- Certifications (nice to have): CompTIA A+
- Certifications (nice to have): Microsoft Fundamentals (MS-900, AZ-900)
Work Environment
- On-site in the San Diego office with the opportunity of Hybrid in the future
- May require occasional after-hours support
Success Metrics
- Ticket resolution time and SLA adherence
- User satisfaction scores
- First-call resolution rate
- Documentation quality and contribution
Compensation
$24–$32 per hour.
