Help Desk Technician

Position Title:

Helpdesk Technician I/II Location:

Anaheim, CA (Full on Site to start, then Hybrid)

Department:

IT Infrastructure Reports To:

IT Manager Position Summary We are seeking a Helpdesk Technician to support end users across our organization. This role will provide Tier 1-2 support for desktop, application, and identity-related issues in a Google Workspace-centric environment. The ideal candidate is customer-focused, technically strong, and comfortable working across a variety of cloud and on-prem technologies. Key Responsibilities Provide Tier 1-2 technical support for end users (in-person, remote, and via ticketing system) Troubleshoot issues related to: Windows 10/11 endpoints Google Workspace (Gmail, Drive, Calender) RemoteApp / RDS environments Zoom (Meetings, Phone) Okta (SSO, MFA, user provisioning) Support endpoint management and patching (PDQ Connect, Dell Command Update, or similar tools) Assist with onboarding/offboarding: User account creation (AD / Azure AD / Okta) Device provisioning and setup (Laptop, Cell Phone, AD account creation) Troubleshoot networking basics (VPN, DNS, connectivity issues) Maintain documentation and knowledge base articles Escalate complex issues to Tier 3 / Infrastructure teams as needed Support security best practices (phishing awareness, MFA enforcement, endpoint compliance) Required Qualifications 2-4 years of Helpdesk / IT Support experience Strong knowledge of: Windows OS and troubleshooting Google Workspace ecosystem Active Directory / Azure AD Experience with SSO platforms (Okta preferred) Basic understanding of networking concepts (TCP/IP, DNS, DHCP) Excellent communication and customer service skills Preferred Qualifications Experience with: Remote Desktop Services / RemoteApp Endpoint management tools (PDQ, etc.) Zoom Phone / VoIP systems Certifications (nice to have): CompTIA A+ Microsoft Fundamentals (MS-900, AZ-900) Work Environment Primarily on-site in Anaheim office with Hybrid once comfortable May require occasional after-hours support Success Metrics Ticket resolution time and SLA adherence User satisfaction scores First-call resolution rate Documentation quality and contribution Compensation Range $26/hr to $32/hr