Level 2 IT Help Desk Technician

Pacific Health Group • San Diego, CA

22h • Hybrid

About The Position

We're looking for a Level 2 IT Help Desk Technician to join our team and serve as a key escalation resource for complex technical issues. You'll work across a modern, cloud-forward environment — supporting everything from endpoint management to Google Workspace administration and cutting-edge AI tools. This role also carries a Help Desk Lead component — you'll have the opportunity to take on day-to-day oversight of the help desk, helping the IT Manager stay focused on higher-priority initiatives. It's a great fit for someone who's ready to step into a leadership capacity while staying hands-on with the technical work they love. If you're someone who takes ownership of tough tickets, leads by example, communicates clearly with non-technical users, and is always looking to level up your skills, we'd love to hear from you.

Requirements

• 2–4 years in an IT support role, with at least 1–2 years at Level 2 or equivalent
• Hands-on experience with MDM platforms (Hexnode, JAMF, Kandji, or similar)
• Demonstrated proficiency with Google Workspace administration
• Familiarity with Apple Business Manager and Apple ecosystem management
• Experience with endpoint monitoring tools (Insightful or similar)
• Comfortable supporting AI productivity platforms (Gemini, Claude AI, etc.)
• Proficiency with ticketing systems (ServiceNow, Jira, Zendesk, or similar)
• Clear, professional communicator — equally comfortable with executives, end users, and junior team members
• Natural leader who can keep the team organized and motivated without losing sight of their own technical workload
• Able to juggle multiple open tickets and team responsibilities without dropping the ball
• Curious, self-directed learner who keeps up with a fast-moving tech landscape

Nice To Haves

• Google Workspace Administrator Certification
• JAMF Certified Tech (or equivalent MDM certification)
• ITIL Foundation (a plus)
• Experience with PowerShell, Bash, or other scripting for automation
• Background in ITSM frameworks or change management

Responsibilities

• Act as the day-to-day point of contact for the help desk team, helping prioritize the queue and ensuring tickets are routed and resolved efficiently
• Support and mentor Level 1 technicians, providing guidance on recurring issues, best practices, and professional development
• Serve as the first line of escalation and decision-making when the IT Manager is focused on higher-priority projects
• Assist with onboarding new help desk staff and contributing to training materials and SOPs
• Flag trends, recurring issues, and team capacity concerns to the IT Manager proactively
• Take ownership of tickets escalated from Level 1, diagnosing and resolving complex hardware, software, and connectivity issues
• Document resolutions and contribute to a growing internal knowledge base
• Drive knowledge base improvements and ensure documentation stays current and useful
• Manage and maintain mobile device management (MDM) platforms through Hexnode (JAMF, or Kandji experience a plus)
• Administer Apple Business Manager for device enrollment, app distribution, and Apple ID management
• Support deployment and lifecycle management of macOS, iOS, and Windows endpoints.
• Administer and support Google Workspace (Gmail, Drive, Meet, Admin Console, etc.)
• Manage user accounts, permissions, and organizational units within Google Workspace and directory services
• Support and troubleshoot Monday.com for internal teams, including workflow setup and user management
• Utilize Insightful for endpoint monitoring, productivity insights, and reporting
• Assist in interpreting data to support IT and business decision-making
• Support end-user adoption and troubleshooting of AI productivity tools including Google Gemini and Claude AI
• Stay current on new AI integrations and help the team maximize their potential
• Assist with patch management, system monitoring, and infrastructure projects alongside Level 3 / Systems teams

Benefits

• 160 Hours of Paid Time Off (PTO)
• 12 Paid Holidays per year (including your birthday and one floating holiday after 1 year of employment)
• 4 Paid Volunteer Hours per Month to support causes you care about
• Bereavement Leave (including Fur Baby Bereavement)
• 90% Employer-paid Employee-Only Medical Benefits
• Flexible Spending Account (FSA)
• Short-Term & Long-Term Disability | AD&D
• Employee Assistance Program (EAP)
• 401(k) with Company Match
• Monthly Stipend
• Opportunities for professional development and internal growth
• Employee Discounts via Great Work Perks and Perks at Work
• Quarterly In-Person Events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed