L1/L2 IT Service Desk Technician

Red Cup IT, Inc.•Los Angeles, CA

About The Position

We are seeking a Level 1 & 2 IT Support Technician to maintain the health of our hardware, software, and network infrastructure. You will serve as the first and second line of defense for technical issues — resolving what you can at first contact, digging deeper on escalated problems, and minimizing downtime through rapid incident response.

Requirements

Windows 10/11, macOS, Windows Server, Linux (Ubuntu/CentOS)
Microsoft 365, Google Workspace, AWS, Azure
Jira, HaloPSA, remote desktop/RMM tools
Patience, active listening, and the ability to explain complex tech in "plain English"

Nice To Haves

CompTIA A+, Network+, Microsoft 365 Certified, or ITIL Foundation

Responsibilities

Serving as the first point of contact for all incoming issues via ticket, phone, chat, or walk-up.
Resolving common issues at first touch: password resets, account lockouts, printer problems, basic software errors, and connectivity drops.
Accurately logging, categorizing, and prioritizing tickets in the ticketing system (Jira, HaloPSA, or similar).
Diagnosing and resolving escalated issues: software glitches, hardware malfunctions, and "ghost in the machine" bugs that L1 couldn't close.
Performing root cause analysis on recurring incidents.
Escalating to senior engineers (L3) with clear documentation of troubleshooting steps already taken.
Setting up new laptops, workstations, and mobile devices for employees, including imaging and MDM enrollment.
Deploying OS updates (Windows, macOS, Linux) and enterprise software suites.
Performing hardware repairs or coordinating with vendors for warranty replacements.
Ensuring devices can connect to local Wi-Fi, Ethernet, and VPN.
Basic troubleshooting of routers, switches, and access points; escalating complex network issues to senior engineers.
Managing peripherals such as network printers, VOIP phones, and video conferencing equipment.
Creating, modifying, and offboarding user accounts via Active Directory or Okta.
Ensuring all devices have updated endpoint protection, disk encryption, and multi-factor authentication (MFA) enabled.
Assisting users with file backups and recovering lost data.
Writing and updating Standard Operating Procedures (SOPs) and knowledge base articles for the internal IT team.
Creating "How-to" guides for non-technical staff to promote self-service and reduce repeat tickets.