Help Desk Technician

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

• On-site in San Diego office with the opportunity of Hybrid in the future
• 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