JLEIT seeks an onsite contract Help Desk professional in Santa Ana, CA to provide senior level technical support and systems oversight for a 200+ user environment. The role serves as a Tier III escalation resource and focuses on infrastructure stability while supporting technology implementations, with emphasis on Office 365 Suite, Teams, Intune, and SharePoint. This is a 1099 contract position requiring at least five years of IT support experience.
Role Overview
The incumbent delivers advanced technical support across hardware, software, networks, and VoIP, acting as the Tier III escalation point for a 200+ user organization. The role ensures infrastructure stability, supports California staff and satellite offices on site and remotely, and collaborates with IT leadership to identify improvements and optimize processes while maintaining strong security and compliance practices.
Job Details
Location: Santa Ana, CA (onsite)
Compensation: USD 70,000 per year
Contract type: 1099 contract
Experience: Minimum 5 years
Education: Associate’s degree or technical IT certification; bachelor’s degree preferred
Responsibilities
- Deliver Tier III support for complex hardware, software, network, and VoIP issues across 200+ users.
- Act as the escalation contact for Tier I and II troubleshooting, assisting in diagnosing and resolving high level technical problems.
- Provide on site support for California staff and remote support for satellite offices.
- Plan, configure, and deploy new workstations, laptops, and phone systems.
- Troubleshoot and resolve network connectivity issues, including LAN configurations and endpoint setups.
- Maintain, support, and optimize computer hardware, software, printers, and office technology systems.
- Assist in managing office phone systems, including VoIP configurations and extensions.
- Install, configure, and maintain software applications used across the organization.
- Maintain detailed documentation of support issues, resolutions, and system configurations.
- Collaborate with IT leadership to identify opportunities for system improvements and process efficiencies.
- Stay current with emerging technologies, cybersecurity risks, and industry best practices.
- Ensure the protection and confidentiality of sensitive company and client information.
- Maintain knowledge of regulatory requirements, including CFPB, FDCPA, and other applicable compliance standards.
- Support data transfer processes and ensure accuracy and timeliness in handling client data.
- Meet established deadlines and service level expectations.
- Communicate regularly with leadership regarding system status, issues, and improvements.
Requirements
- An associate’s degree or technical IT certification is required; a bachelor’s degree is preferred.
- 5 to 10+ years of progressive IT support experience, including advanced troubleshooting responsibilities.
- Strong analytical, problem‑solving, and critical thinking skills.
- Demonstrated ability to work proactively, identify issues before they escalate, and implement solutions.
- Self‑starter who can work independently and manage multiple priorities effectively.
- Strong organizational and time management skills.
- Excellent communication and interpersonal abilities.
- Experience supporting VoIP systems, desktop environments, and network connectivity.
- Working knowledge of FTP and other file transfer protocols.
- Basic understanding of cybersecurity principles and best practices.
- Strong mathematical and analytical aptitude.
- Ability to communicate effectively across teams and departments, with a variety of employees.
Technologies
- Office 365 Suite
- Teams
- Intune
- SharePoint
- VoIP
- FTP
Professional Qualities
- Proactive mindset with a focus on continuous improvement.
- Strong problem‑solving abilities with meticulous attention to detail.
- Self‑motivated and able to take initiative with minimal supervision.
- Ownership, accountability, and a sense of urgency.
- Ability to work effectively in a fast paced, team oriented environment.
- Work is primarily performed in an office environment.
- Position involves prolonged periods of sitting and computer use.
- Must be able to lift up to 30 pounds as needed.
- Requires close vision, depth perception, and extended monitor use.
- Clear verbal communication is essential for phone and in person support.
- Physically capable of setting up hardware for staff, which may involve lifting, bending, squatting, and twisting as needed.
