Service Desk Specialist (L2/L3)

Astreya•Burbank, CA

2d•$30 - $50•Hybrid

About The Position

The Service Desk Specialist (L2/L3) provides advanced, primarily in-office IT support for a client with approximately 1,500 employees and a predominantly Mac environment (95% Mac and 5% Windows). The role handles escalated and complex technical issues, provides hands-on device and network support, and develops runbooks and automation to improve self-service. The specialist works independently on non-routine issues, serves as an escalation point between frontline support and specialist or vendor teams, and identifies recurring issues for documentation and workflow improvements. The role supports macOS and Windows devices, device lifecycle management through Iru (MDM), Meraki Wi-Fi, Google Workspace, Slack, conference spaces, ITSM workflows, onboarding and offboarding, vendor coordination, and IT asset inventory. It also helps ensure device security compliance and mentors junior support staff at the L3 level. The position is primarily on site at the client's office, with occasional remote work. The stated base pay range is $30.12–$50.19 per hour. Astreya offers comprehensive benefits to regular full-time employees, subject to applicable eligibility and plan terms.

Requirements

3 to 5+ years of IT support experience at L2, or 5+ years at 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.
Ability to perform office-related tasks that may include prolonged sitting or standing.
Ability to move from place to place within an office environment.
Ability to lift and carry IT equipment weighing up to 30 lbs.
Ability to communicate effectively.
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers.

Nice To Haves

Experience with Console or similar ITSM and automation platforms.
Workflow automation or scripting experience, such as Bash, Python, Apps Script, or no-code automation tools.
Okta or other identity provider administration.
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 work with network teams on escalations.
Administer and support Google Workspace and Slack, including 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 at the L3 level.

Benefits

Medical coverage through UHC (PPO, HSA, and Surest options) or Kaiser (HMO option for California employees only).
Dental insurance through UHC.
Vision coverage through Nationwide Vision by UHC.
Flexible Spending Account for health and dependent care.
Pre-tax commuter benefit for parking and transit, depending on location.
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 subject to a cap.
Paid Time Off, accrued and prorated, up to 120 hours annually.
Paid holidays.
Other statutory leaves, paid time, or ancillary benefits required under state and federal law.