IT Help Desk

The IT Help Desk specialist plays a vital role in supporting the IT organization by delivering high-quality assistance to end-users and supporting IT operations. In this role, you will handle a variety of responsibilities, including helpdesk support, hardware and software troubleshooting, ordering and inventory management, process documentation, and coordinating IT tasks. You'll have the opportunity to challenge your skills, expand your technical expertise, and contribute to improving IT services across the organization.

Pay Range: $35.58 - $39.42 per hour. Our pay range is based upon experience, education, location and qualifications. 

This position is fully on-site in Irvine, CA

Essential Duties and Responsibilities:

• Create and maintain IT support and procedural documentation.
• Respond to and resolve tickets, emails, and telephone support requests from end-users and Tier 1 staff.
• Provide technical support for proprietary software, scheduled tasks, and hardware/software systems.
• Troubleshoot and resolve technical issues, ranging from basic to complex, related to hardware, software, and network systems, including Wi-Fi connectivity, VPN access, and local network issues.
• Assist with onboarding new users, including account creation and system configuration.
• Install and configure computers, peripherals, and other related equipment.
• Handle ordering, purchasing, and inventory management for IT equipment and supplies.
• Mentor and provide guidance to Tier 1 support staff, ensuring effective resolution of escalated issues.
• Escalate advanced technical issues to appropriate teams or personnel in a timely manner.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Proficiency in Active Directory and M365 Admin
• Strong knowledge of Windows desktop & server operating systems
• Intermediate to advanced PC hardware knowledge
• Knowledge of IT Department practices and procedures
• Customer service, communication, and organizational skills
• Experience with networking concepts and protocols (e.g., DNS, DHCP, VPN, Wi-Fi).
• Ability to work in a fast-paced environment while utilizing time-management skills

Education and/or Experience:

• HS Diploma or GED required
• Specialized skills training/certification is required (e.g., CompTIA Network+, or Microsoft certifications)
• 2-5 years of experience
• Fully in-office

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Reasoning Ability
Ability to apply common sense understanding to carry out detailed instructions. Ability to dealwith problems involving a few concrete variables in standardized situations.

Computer Skills
Advanced knowledge of Microsoft Office applications (Word, Excel, Outlook, etc).

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, employees are frequently required to walk and sit. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Always
practice good judgment and refer to the safety guidelines.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Always practice good judgment and refer to the safety guidelines.The noise level in the work environment is usually moderate.