IT Helpdesk Engineer

Genea•Irvine, CA

1d•Hybrid

About The Position

The IT Helpdesk Engineer follows and supports IT policies while providing comprehensive technical support to end users. The role assists employees with a broad range of IT needs and helps ensure they can use technology resources smoothly and efficiently. It requires a sound understanding of software, hardware, and networks, along with the ability to diagnose and resolve routine and complex issues. Strong communication and interpersonal skills are essential for effective user support and for promoting IT best practices. This is a hybrid role combining in-office and remote work. The engineer supports users and systems, manages global onboarding and offboarding workflows, coordinates with vendors, administers Microsoft 365 and Microsoft Entra ID integrations, and maintains IT assets and cloud resources. The role also supports mobile device management, office network and infrastructure, security measures, documentation, and process improvements. The engineer uses existing AI tools and automation platforms to streamline helpdesk work and workflows, helps employees use these tools safely, and ensures use aligns with company security, data privacy, and acceptable-use policies.

Requirements

3 to 6 years of experience in an IT support or helpdesk role.
Proficiency troubleshooting Windows and Mac desktops and laptops.
Strong verbal and written communication skills for interaction in person, over the phone, and in documentation.
Customer service-oriented mindset and a passion for providing support.
Ability to work well within a team and be receptive to feedback and input.
Experience with Active Directory, Microsoft Entra ID, Group Policy, and Microsoft 365.
Ability to explain technical terminology in user-friendly language while maintaining confidence in resolving issues.
Familiarity with ITSM/ITIL best practices.
Experience working with a ticketing system.
Experience with MDM tools and basic networking, including DNS, DHCP, and Wi-Fi troubleshooting.
Working knowledge of AI tools such as Claude, including applying them to everyday IT work and recognizing their limitations and security risks.

Responsibilities

Identify, troubleshoot, and resolve user system issues while minimizing disruption to business operations.
Manage global onboarding and offboarding workflows, including access and account setup.
Work with vendor contacts to resolve technical problems involving third-party equipment and software.
Administer Microsoft 365 and manage Microsoft Entra ID integration, including automated provisioning and de-provisioning (SCIM) and single sign-on (SAML).
Maintain asset inventory, software license management, and asset tag audits.
Use mobile device management tools to streamline user experience and support secure device use.
Support and troubleshoot consumer and business routers, switches, CCTV, and office access control systems.
Manage cloud subscriptions and related IT resources.
Prepare and maintain documentation, records, and reports for assigned systems, service requests, and project status.
Support security measures, including spam filtering, antivirus solutions, and end-user security awareness.
Identify recurring issues and help implement fixes that improve user satisfaction.
Stay current on the company's existing tools and share tips to help users get more out of them.
Use existing AI tools and automation platforms to streamline routine helpdesk tasks and IT workflows.
Help employees use AI tools safely and effectively in accordance with company policies on security, data privacy, and acceptable use.