Service Desk Specialist (L2/L3)

Astreya • Burbank, CA

8h • Onsite

About The Position

The IT Support Specialist (L2/L3) provides advanced, mostly in-office support for a client with approximately 1,500 employees and a 95% Mac / 5% Windows environment. The role handles escalated and complex issues, provides hands-on device and network support, and develops runbooks and automation to improve self-service over time. It operates with minimal supervision and serves as an escalation point between frontline support and specialist or vendor teams. The specialist identifies recurring issues and turns fixes into documented, automated workflows.

The position supports macOS and Windows devices, hardware, software, peripherals, conference spaces, Meraki Wi-Fi, Google Workspace, and Slack. It also manages device lifecycle tasks through an MDM, maintains ITSM runbooks and workflows, supports onboarding and offboarding, coordinates vendor repairs, maintains asset records, and helps ensure devices meet security standards. L3 responsibilities include mentoring junior support staff and sharing knowledge across the team.

The role is primarily on site in the client's office, with occasional remote work. The stated hourly base-pay range is $30.12–$50.19 USD.

Requirements

• 3 to 5+ years of IT support experience (L2), or 5+ years (L3), in a fast-paced, Mac-centric environment.
• Deep macOS troubleshooting skills and working knowledge of Windows.
• Hands-on experience with an Apple MDM such as Iru/Kandji, Jamf, or similar.
• Experience administering Google Workspace and Slack.
• Experience troubleshooting enterprise Wi-Fi; Meraki is preferred.
• Experience with an ITSM platform and writing runbooks or knowledge base content.
• Strong root-cause analysis and problem-solving skills.
• Exceptional customer service and communication skills, including explaining technical issues to non-technical users.
• Self-directed, with sound judgment about when to resolve, escalate, or automate.

Nice To Haves

• Experience with Console or similar ITSM and automation platforms.
• Workflow automation or scripting experience with Bash, Python, Apps Script, or no-code automation tools.
• Okta or other identity provider administration experience.
• Apple certifications (ACSP, ACIT) or Meraki certification (CMNA).
• Experience supporting conference rooms and AV/video conferencing.

Responsibilities

• Resolve escalated and complex support issues, owning them from intake through resolution.
• Provide in-office, hands-on support for hardware, software, peripherals, and conference spaces.
• Support and troubleshoot macOS devices and the Windows minority, including operating-system, application, and performance issues.
• Manage device lifecycle through Iru (MDM), including enrollment, configuration profiles, app deployment, patching, and compliance.
• Troubleshoot Meraki Wi-Fi connectivity and coverage issues and coordinate escalations with network teams.
• Administer and support Google Workspace and Slack accounts, groups, permissions, and integrations.
• Build, maintain, and improve IT runbooks and automated workflows in Console (ITSM).
• Analyze ticket trends to identify recurring issues, close knowledge gaps, and reduce escalations.
• Lead new-hire device setup and onboarding; manage offboarding and hardware recovery.
• Coordinate with vendors on hardware repairs, RMAs, and escalated software issues.
• Maintain accurate IT asset inventory.
• Ensure devices meet security standards, including encryption, current operating systems, and MDM compliance.
• Mentor junior support staff and share knowledge across the team (L3).

Benefits

• Medical insurance through UHC (PPO, HSA, and Surest options) or Kaiser (HMO option for California employees only).
• Dental insurance through UHC Nationwide.
• Vision insurance through UHC.
• Flexible Spending Account for health and dependent care.
• Pre-tax commuter benefit for parking and transit, where available.
• Continuing education and professional development through platforms such as Udemy and Coursera.
• Corporate wellness program provided by Goomi Group.
• Employee Assistance Program.
• Wellness Days.
• 401(k) plan.
• Basic and supplemental life insurance.
• Short-term and long-term disability insurance.
• Critical illness, critical hospital, and voluntary accident insurance.
• Tuition reimbursement, available six months after start date and capped.
• Paid Time Off, accrued and prorated, up to 120 hours annually.
• Paid holidays.
• Statutory leaves, paid time, and other ancillary benefits required under state and federal law.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed