IT Helpdesk Engineer

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

The IT Helpdesk Engineer is responsible for following and supporting IT policies and providing comprehensive technical support to end users. This role involves assisting employees with a wide range of IT needs, ensuring smooth and efficient use of technology resources. The ideal candidate will possess a strong understanding of IT systems, including software, hardware, and networks, and the ability to diagnose and resolve both routine and complex issues. Excellent communication and interpersonal skills are essential to effectively support users and ensure adherence to IT best practices. This is a hybrid role with a mix of in-office and remote work.

Duties and Responsibilities:

• User Support & Troubleshooting: Identify, troubleshoot, and resolve user system issues, ensuring minimal disruption to business operations.
• Onboarding/Offboarding: Manage onboarding and offboarding workflows globally, ensuring seamless access and account setup.
• Vendor Management: Collaborate with vendor contacts to resolve technical problems related to third-party equipment and software.
• System Administration: Administer Microsoft 365 and manage Microsoft Entra ID integration, including automated provisioning and de-provisioning (SCIM) and SSO (SAML).
• Asset Management: Maintain asset inventory, software license management, and asset tag auditing.
• Mobile Device Management: Leverage MDM (Mobile Device Management) tools to streamline user experience and ensure secure device usage.
• Network & Infrastructure: Support and troubleshoot consumer and business routers, switches, CCTV, and office access control systems.
• Cloud Management: Manage cloud subscriptions and related IT resources.
• Documentation & Reporting: Prepare and maintain documentation, records, and reports related to assigned systems, service requests, and project status.
• Security Management: Support security measures, including spam filtering, antivirus solutions, and end-user security awareness.
• Process Improvement: Identify recurring issues and help put fixes in place that improve user satisfaction.
• Research & Innovation: Stay current on the company's existing tools and share tips that help users get more out of them.
• AI & Automation: Use the company's existing AI tools and automation platforms to streamline routine helpdesk tasks and IT workflows. Help employees use these tools safely and effectively, and make sure their use follows company policies on security, data privacy and acceptable use.

Qualifications:

• 3 to 6 years of experience in an IT support or helpdesk role.
• Proficiency in troubleshooting for Windows and Mac desktops and laptops.
• Strong verbal and written communication skills for effective interaction in person, over the phone, and in documentation.
• Customer service-oriented mindset with a passion for providing support.
• Ability to work well within a team environment, being receptive to feedback and input.
• Experience with Active Directory, Microsoft Entra ID, Group Policy, and Microsoft 365.
• Ability to translate technical terminology into user-friendly language while maintaining confidence in resolving issues.
• Familiarity with ITSM/ITIL best practices.
• Experience working in a ticketing system
• Experience with MDM tools and basic networking (DNS, DHCP, Wi-Fi troubleshooting).
• Working knowledge of AI tools such as Claude, including how to apply them to everyday IT work and how to spot their limits and security risks.