It Helpdesk Level 2 - Tustin, Ca

• Open-ended contract
• Tustin, CA
• Hybrid/Onsite
• Client: Real Estate

We are in search of a Help Desk Technician who can deliver prompt and effective technical assistance for computer and software systems. Reporting to the IT Service Desk Manager, you will address basic technical queries, provide insightful advice, and demonstrate an entrepreneurial work ethic. The ideal candidate should possess strong technical knowledge, and communicate effectively to understand and articulate solutions to problems.

Key Responsibilities:

• Act as the initial point of contact for customers seeking technical assistance via phone, email, or in person.
• Conduct remote troubleshooting using diagnostic techniques and relevant questions.
• Determine optimal solutions based on customer-provided issue details.
• Guide customers through the problem-solving process.
• Escalate unresolved issues to the appropriate support level.
• Provide accurate information on IT products or services.
• Document events, problems, and resolutions in logs.
• Follow up with customers, keeping them informed of progress.
• Relay customer feedback or suggestions to the internal team.
• Identify and propose potential improvements to procedures.
• Perform Mac and PC troubleshooting, cloud application administration, and license and inventory tracking.
• Conduct system patching, software rollouts, and maintenance.
• Assist with network cable patching, desk phone deployments, and AV setup for meetings and conferences.

Required Qualifications:

• Proven experience as a help desk technician or in a similar customer support role.
• Tech-savvy with a working knowledge of office automation products, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other tech products.
• Experience with employee onboarding, account, and license provisioning through Office 365 and MS Active Directory.
• Experience with system admin functions (M365 admin center, exchange, Azure, AD, and on-prem AD)
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills.
• Customer-oriented and cool-tempered.

Education Requirements:

• BSc/BA in IT, Computer Science, or a relevant field (preferred).

Desired Certifications:

• MS-900 or MS-100 (preferred).
• CompTIA A+, Net+, Sec+.