IT Help Desk Technician – Windows, Active Directory & POS Support (CF0012)

3 Key Consulting•Calabasas, CA

6h•Hybrid

About The Position

The IT Help Desk Technician will provide Tier 1 and Tier 2 technical support within a high-volume, queued IT support environment, supporting users across restaurant, bakery, and corporate operations. This is a hands-on support role for an IT professional with at least 2 years of Help Desk/Service Desk experience who is comfortable troubleshooting technical issues, managing support tickets, assisting end users, and working with Windows PCs, laptops, printers, networking equipment, wireless access points, and Point of Sale (POS) systems. Approximately 80% of the position is focused on technical troubleshooting and user support, with approximately 20% focused on documenting incidents, troubleshooting steps, resolutions, and support procedures. The technician will troubleshoot issues both remotely and hands-on, install and upgrade hardware and software, configure systems and applications, create and maintain user accounts in Active Directory/Entra ID, image and configure workstations and laptops, perform preventative maintenance, and coordinate repairs with approved vendors. This position is best suited for an early-to-mid-career, hands-on IT support professional who enjoys direct interaction with users and working through a steady queue of technical support requests. Experience supporting restaurant, retail, or other multi-location environments is preferred, and Point of Sale experience is highly desirable.

Requirements

2+ years of IT Service Desk or Help Desk experience.
Experience working in a high-volume IT support environment utilizing a queued ticketing system.
2+ years supporting and troubleshooting Windows 10 and Windows 11.
Hands-on experience with Microsoft Entra ID and/or Active Directory, including account creation, password resets, group membership, and related user administration.
2+ years supporting and troubleshooting Microsoft Office applications.
Experience with basic networking principles and connectivity troubleshooting.
Working knowledge of desktop PCs, laptops, printers, networking equipment, wireless access points, and related peripherals.
Strong customer service, communication, troubleshooting, and documentation skills.
Must be able to work onsite in Calabasas 5 days per week during initial training and transition to a hybrid schedule requiring 3 days per week onsite.
Must be authorized to work in the United States without current or future employer sponsorship.
Some college coursework and/or equivalent technical school education or technical training.
Demonstrated experience supporting users in a high-volume ticket-based support environment.
2+ years of experience with Microsoft Office tools and application troubleshooting.
2+ years of experience with Active Directory and/or Entra ID.
Knowledge of computer hardware, including desktop PCs, laptops, networking equipment, wireless access points, printers, and Point of Sale terminals.
Ability to methodically troubleshoot technical issues and clearly document troubleshooting steps and resolutions.
Strong verbal and written communication skills.
Professional, personable, and service-oriented approach to end-user support.
Ability to work effectively both independently and as part of a collaborative IT support team.

Nice To Haves

Previous IT support experience within a restaurant, retail, hospitality, or other multi-location environment.
Point of Sale (POS) support experience – highly desired.
Experience with restaurant applications such as PosiTouch or QSR.
Experience with IT service management/CRM tools such as Ivanti Service Manager or HEAT.
Experience with systems lifecycle management tools such as LANDesk.
Basic scripting knowledge using PowerShell, VBScript, or DOS batch files.
A+, Network+, HDI, MCSE, or related technical training/certifications.

Responsibilities

Provide Tier 1 and Tier 2 technical support in a high-volume, queued ticketing environment.
Diagnose and resolve technical issues using established troubleshooting methodologies and available technical resources.
Perform hands-on installation and upgrading of software and hardware and configure systems and applications.
Provide remote and telephone-based troubleshooting, with and without remote management tools.
Troubleshoot Windows 10/11 workstations, laptops, Microsoft Office applications, printers, peripherals, network connectivity, and related end-user technology.
Create and administer user accounts using Entra ID and/or Active Directory, including password resets, email/mailbox setup, and group membership.
Image, configure, and prepare new-user workstations and laptops.
Perform preventative maintenance on workstations, laptops, printers, and peripherals.
Troubleshoot basic network, wireless access point, and connectivity issues.
Support Point of Sale terminals and related restaurant technology as needed.
Coordinate warranty repairs and technical service with approved vendors and partners.
Record, track, and document each support request and the associated troubleshooting process, including successful and unsuccessful troubleshooting steps.
Develop and maintain troubleshooting instructions and solutions for future use in the technical knowledge base.
Provide professional, service-oriented support while managing multiple requests and priorities in a fast-paced environment.