Support Jobs in Westlake Village, CA

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IT Helpdesk Analyst II

Sperber Landscape Companies LLC Westlake Village, CA

Westlake Village, CA

Today

$35 - $40/hr Full time Active Directory Application Support End User Support

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Job Description

Support role providing Level 2 helpdesk, desktop/mobile device support, and technical escalation for end users.

Responsibilities

Upgrade and deploy desktops, laptops, software, and peripheral equipment following the approved hardware and software list
Set up and maintain company issued phones and BYOD phones, including MDM management
Troubleshoot software, hardware, and telecommunications issues by identifying problems, researching causes, isolating issues, and delivering solutions
Provide support to users locally and remotely using remote support software
Deliver Level 2 helpdesk coverage including advanced troubleshooting across software and hardware, and network troubleshooting with documentation and knowledge sharing
Track hardware and software inventory as required
Provide primary weekend support on-call duty every four to five weeks
Submit verbal and written weekly status reports to the manager
Provide excellent customer service and ensure calls and tickets are handled promptly
Manage user account information, including rights, security, and systems groups
Log and track all incidents and service requests in the helpdesk ticketing system and meet expected SLAs
Manage multiple projects in a fast-paced environment, keeping stakeholders and customers updated while meeting tight deadlines
Participate in ongoing education and apply new skills and software applications
Follow and adhere to company security policies, including identifying security threats and performing remediation
Act as the primary technical escalation point for Tier 1 support, providing guidance, training, and documentation for complex resolutions
Conduct independent root-cause analysis for recurring incidents and collaborate with IT infrastructure teams to implement permanent systemic fixes
Identify inefficiencies in desktop deployment workflows and recommend automation or process improvements
Coordinate with external hardware and software vendors to resolve complex engineering or warranty escalations
Perform other duties as assigned

Requirements

Valid specialized IT Certification that is not expired (example: Microsoft 365 Certified: Modern Desktop Administrator Associate) or certification within the last 12 months if not currently certified
Minimum 4 years of PC support experience in Windows Professional environments
Ability to troubleshoot Dell, HP, and Apple PC hardware to component level
Active Directory / Entra ID knowledge
iOS and MDM knowledge
Knowledge of PC imaging and migration
Knowledge and experience with: Microsoft Windows 11, Microsoft Office Suite (Teams, OneDrive, SharePoint), Microsoft Exchange/Outlook, Chrome, Adobe products, RMM tools, anti-virus solutions, helpdesk ticketing systems, and VPN software
Lucidchart/Visio and AutoCad/Bluebeam experience (Smartsheet knowledge is a plus)
Printer products knowledge, including ability to configure and troubleshoot printer network devices
Knowledge and experience with Intune is a plus
Experience working in a mission-critical support environment
Solid customer service and phone skills
Valid California driver’s license with a clean driving record
Ability to work independently with limited day-to-day supervision

Technologies

Microsoft 365 Certified: Modern Desktop Administrator Associate
Microsoft Windows 11
Microsoft Office Suite (Teams, OneDrive, SharePoint)
Microsoft Exchange/Outlook
Chrome
Adobe products
RMM tools
Anti-virus solutions
Helpdesk ticketing systems
VPN software
Lucidchart/Visio
AutoCad/Bluebeam
Smartsheet
Active Directory
Entra ID
iOS
MDM
Intune
PC imaging
PC migration
MDM Management
Dell, HP, Apple PC/MAC/Laptop
Printer network devices
Android

Benefits

Paid Personal Time Off (PTO) and six paid holidays
Employer-subsidized health, dental, and vision insurance
401(k) plan with employer match
Company-paid life insurance, short-term disability, and long-term disability coverage
Employee Assistance Program

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
Frequently required to lift and/or move up to 75 pounds

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