Hybrid IT Helpdesk Engineer — Enterprise Support & AI

Genea; Irvine (CA); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Genea IT Helpdesk Engineer in Irvine, CA is a hybrid role blending in-office and remote support. You will diagnose and resolve Windows and Mac problems, manage onboarding and offboarding, and support Microsoft 365 with Entra ID integration.

The position emphasizes strong communication, customer service, ITSM/ITIL practices, asset management, and security awareness as the company leverages AI tools to streamline workflows.

Qualifications

• 3 to 6 years of IT support and helpdesk experience.
• Proficiency troubleshooting Windows and Mac desktops.
• Strong communication and customer-service mindset.
• Experience with AD, Entra ID, Group Policy, and M365.
• Familiarity with ITSM/ITIL and ticketing systems.
• Experience with MDM and basic networking (DNS, DHCP, Wi‑Fi).
• Knowledge of AI tools such as Claude and security awareness.

Responsibilities

• User Support & Troubleshooting: identify, troubleshoot, and resolve user system issues.
• Onboarding/Offboarding: manage workflows globally for access and accounts.
• Vendor Management: collaborate with vendors to resolve tech problems.
• System Administration: administer M365 and Entra ID, including SCIM and SSO.
• Asset Management: maintain inventory, licenses, and asset tagging.
• Network & Infrastructure: support routers, switches, CCTV, access control.
• Cloud Management: manage cloud subscriptions and IT resources.
• Documentation & Reporting: maintain records and project status.
• Security Management: support spam filtering, antivirus, and security awareness.
• AI & Automation: use AI tools to streamline helpdesk tasks safely.

Skills

IT support experience

Troubleshooting Windows/Mac

Strong communication

Customer service mindset

Team collaboration

Translate technical terms

ITSM/ITIL awareness

Ticketing system experience

AI tool usage (Claude)

Tools

Active Directory

Microsoft Entra ID

Group Policy

Microsoft 365

MDM tools

DNS

DHCP

Wi-Fi troubleshooting

SSO (SAML)

Claude AI tools

Job description

Genea IT Helpdesk Engineer in Irvine, CA is a hybrid role blending in-office and remote support. You will diagnose and resolve Windows and Mac problems, manage onboarding and offboarding, and support Microsoft 365 with Entra ID integration.

The position emphasizes strong communication, customer service, ITSM/ITIL practices, asset management, and security awareness as the company leverages AI tools to streamline workflows.