IT Support Technician II

Liquid IV • El Segundo, CA

42d • $63,000 - $95,000 • Hybrid

About The Position

The IT Support Technician II serves as the primary point of contact for all technology-related support requests across the organization. This role requires strong technical expertise, excellent customer service skills, and the ability to resolve issues efficiently while maintaining a positive user experience. The ideal candidate will have 2-4 years of helpdesk experience and be comfortable working in a fast-paced, growing environment, while also providing guidance and mentorship to junior team members.

Requirements

• 2-4 years of IT helpdesk or technical support experience
• Associate's degree in information technology, Computer Science, or related field (or equivalent work experience)
• Experience supporting 150+ users in a corporate environment
• Strong knowledge of Windows 10/11 and macOS operating systems
• Proficiency with Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive)
• Experience with Active Directory, Azure AD, and identity management
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Familiarity with mobile device management (MDM) solutions (Intune, Jamf, JumpCloud, etc.)
• Basic knowledge of cybersecurity principles and best practices
• Experience with remote support tools (TeamViewer, AnyDesk, LogMeIn, etc.)
• Ticketing system experience (FreshService, ServiceNow, Jira Service Desk, etc.)
• Excellent customer service orientation with strong interpersonal skills
• Clear and effective communication abilities (written and verbal)
• Strong problem-solving and analytical thinking capabilities
• Ability to explain technical concepts to non-technical users
• Time management skills with ability to prioritize multiple tasks
• Patient and empathetic approach to user support
• Team player with collaborative mindset
• Self-motivated with ability to work independently
• Leadership qualities for mentoring junior team members
• Ability to lift and move computer equipment (up to 50 lbs with assistance)
• Comfortable sitting and working at a computer for extended periods
• Ability to move around office environment to provide in-person support
• Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

• CompTIA A+, Network+, or Security+
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• ITIL Foundation
• Apple Certified Support Professional (ACSP)
• Proactive approach to identifying and resolving technical issues
• Commitment to continuous learning and professional development
• Strong attention to detail and organizational skills
• Adaptability and comfort with change in a fast-paced environment
• Professional appearance and conduct
• Ability to maintain confidentiality and handle sensitive information
• Willingness to work occasional extended hours for maintenance or urgent issues

Responsibilities

• Provide Tier 1 and Tier 2 technical support for hardware, software, and network issues
• Diagnose and resolve desktop, laptop, mobile device, and peripheral equipment problems
• Support Windows and macOS operating systems, as well as iOS and Android mobile devices
• Troubleshoot application issues including Microsoft 365, JumpCloud, Adobe Creative Suite, and business applications
• Resolve network connectivity issues including A/V equipment, VPN, WiFi, and remote access problems
• Support video conferencing systems (Zoom, Logitech)
• Provide advanced troubleshooting and escalation support for complex technical issues
• Create, modify, and deactivate user accounts across various platforms (Active Directory, Azure AD, SSO)
• Manage user access permissions and security group memberships
• Reset passwords and assist with MFA/authentication issues
• Maintain accurate documentation of user accounts and access levels
• Monitor and respond to support tickets through ticketing system (FreshService or similar)
• Prioritize and manage ticket queue to meet SLA requirements
• Document all troubleshooting steps, solutions, and resolutions in knowledge base
• Create and maintain user guides and technical documentation
• Escalate complex issues to senior IT staff or vendors as appropriate
• Deploy, configure, and maintain end-user workstations, laptops, and mobile devices
• Perform hardware installations, upgrades, and replacements
• Manage software installations, updates, and licensing
• Coordinate with vendors for warranty repairs and replacements
• Maintain inventory of IT assets including tracking and lifecycle management
• Prepare and configure equipment for new employees
• Conduct technology orientation sessions for new hires
• Process equipment returns and data security procedures for departing employees
• Ensure proper asset tracking and documentation throughout employee lifecycle
• Provide professional, friendly support with excellent interpersonal skills
• Communicate clearly and effectively (written and verbal) with technical and non-technical users
• Explain technical concepts to non-technical users in an accessible manner
• Manage user expectations and provide timely status updates
• Represent IT department positively across the organization
• Identify recurring issues and recommend proactive solutions
• Stay current with emerging technologies and industry best practices
• Suggest process improvements to enhance user experience and efficiency
• Mentor and provide guidance to junior helpdesk staff
• Contribute to knowledge base documentation and training materials
• Assist with IT projects including system upgrades, migrations, and implementations
• Support office moves, expansions, and technology refreshes
• Participate in disaster recovery and business continuity planning
• Contribute to IT security initiatives and compliance efforts

Benefits

• 100% company-paid medical, dental and vision insurance for employees (PPO, HMO and Kaiser options).
• A 401k plan with company match, short and long-term disability coverage.
• A generous PTO and sick policy that includes 13+ paid annual holidays.
• Wellness classes (fitness, mental health, nutrition, finance, etc.).
• An Employee Assistance Program, including membership for guided meditation for all employees.
• Monthly tech and wellness reimbursement.
• An infinite supply of Liquid I.V. for endless hydration!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 51-100 employees