IT Helpdesk Engineer

Genea•Irvine, CA

1d•Hybrid

About The Position

The IT Helpdesk Engineer follows and supports IT policies and provides comprehensive technical support to end users. The role assists employees with a wide range of IT needs and helps ensure smooth, efficient use of technology resources. The ideal candidate understands IT systems, including software, hardware, and networks, and can diagnose and resolve routine and complex issues. Strong communication and interpersonal skills are important for supporting users and promoting adherence to IT best practices. This is a hybrid role with a mix of in-office and remote work.

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 in 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 in 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 issues involving third-party equipment and software.
Administer Microsoft 365 and manage Microsoft Entra ID integration, including automated provisioning and de-provisioning using SCIM and SSO using SAML.
Maintain asset inventory, manage software licenses, and audit asset tags.
Use mobile device management tools to streamline user experience and ensure 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 concerning 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 that help users get more from them.
Use the company's existing AI tools and automation platforms to streamline routine helpdesk tasks and IT workflows.
Help employees use AI and automation tools safely and effectively in accordance with company policies on security, data privacy, and acceptable use.