L2 - IT Support Engineer

Zones.•Los Angeles, CA

1d•Onsite

About The Position

Zones LLC is hiring an L2 - IT Support Engineer in Los Angeles, California, for a term of 1+ year. The role pays $28.00–$32.00, commensurate with experience, and has hours of 8 a.m.–5 p.m. The position provides deskside, desktop, and end-user computer support in a corporate environment, supporting Windows and Mac systems, mobile devices, Microsoft Office 365, AV conferencing systems, printers, and PC hardware. The engineer uses ServiceNow to track and prioritize support requests, researches knowledge-base articles, maintains system configurations and documentation, and takes ownership of issues through resolution. The role also includes IT equipment lifecycle support, smart hands assistance, asset inventory management, VIP support, computer reimaging, and staff training. The position requires working from the office five days per week, with a couple of exceptions. Duties may change, and other duties may be assigned.

Requirements

Bachelor’s degree from an accredited higher-education institution and/or seven years of relevant experience.
At least three years of experience in a desktop support and field services role.
Strong knowledge and experience with Windows and Mac OS X operating systems.
Good understanding of network infrastructure.
Understanding of networks, systems, and configurations.
ITIL Foundation certification.
A+ certification plus one, preferably two, of the following certifications: N+, MCP, MCDST, MCSA, CNCT, CST, CNST, or Apple Certified (ACHDS, ACTC, ACDT, ACPT).
Team-player mindset, strong communication skills, and a strong customer-centered philosophy.
Dell Certified Technician qualification for ordering parts through the OEM and replacing parts.
Strong Apple iOS and mobile support, including MDM support.
Broad understanding of Mac OS management tools, especially the JAMF Product Suite.
Experience with operating-system deployment using SCCM and macOS 10.15 or later.

Responsibilities

Provide deskside, desktop, and end-user computer support in a corporate environment.
Troubleshoot and resolve software issues.
Install, configure, reconfigure, or reinstall software, including through remote support.
Support Mac OS, Windows OS, Microsoft Office 365, smartphones, AV conferencing systems, printers, and PC hardware.
Categorize and prioritize end-user support and service requests using ServiceNow, tracking tickets and maintaining current status information.
Research and follow appropriate knowledge-base articles.
Maintain system configurations and knowledge-base documentation, updating articles as needed.
Provide IMAC support for IT equipment, including installation, moves, additions, changes, and decommissioning.
Provide smart hands support for networking, server, and telecommunications technologies.
Support printers and peripheral devices.
Manage physical inventories of IT assets, including asset audits.
Provide executive VIP support as needed.
Support additional corporate and retail locations as needed.
Reimage computers and hard drives according to customer standards.
Take ownership of appropriate requests and incidents from start to resolution.
Train and orient staff in the use of hardware and software.
Perform other duties as assigned.