IT Helpdesk Engineer

Digitailor; Irvine (CA); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Digitailor is seeking an IT Helpdesk Engineer in Irvine, CA to deliver comprehensive end-user support while ensuring adherence to IT policies. The role blends in-office and remote work, requiring strong communication and technical skills across Windows, Mac, AD/Entra ID, M365, ITIL processes, and vendor coordination.

Responsibilities include onboarding/offboarding, asset management, security awareness, and continuous improvement of helpdesk processes.

Qualifications

• 3 to 6 years of IT support or helpdesk experience.
• Proficiency troubleshooting Windows and Mac desktops.
• Experience with Active Directory, Entra ID, Group Policy, and Microsoft 365.
• Familiarity with ITSM/ITIL best practices.
• Experience in ticketing systems.

Responsibilities

• User Support & Troubleshooting: Identify, troubleshoot, and resolve user system issues.
• Onboarding/Offboarding: Manage onboarding and offboarding workflows globally.
• Vendor Management: Collaborate with vendor contacts to resolve third‑party problems.
• System Administration: Administer Microsoft 365, Entra ID integration, SCIM, and SSO.
• Asset Management: Maintain asset inventory and software licenses.
• Network & Infrastructure: Support routers, switches, CCTV, and access control systems.
• Cloud Management: Manage cloud subscriptions and related IT resources.
• Documentation & Reporting: Maintain documentation and reports on service requests and project status.
• Security Management: Support security measures including spam filtering and antivirus solutions.
• Process Improvement: Identify recurring issues and implement fixes.
• Research & Innovation: Stay current on tools and share usage tips.
• AI & Automation: Use AI tools to streamline tasks following security policies.

Skills

Windows troubleshooting

Mac troubleshooting

Customer service

Network basics

Tools

Microsoft 365

Microsoft Entra ID

Active Directory

Group Policy

SCIM

SSO (SAML)

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.