IT Support Technician – Level 1 & 2 Helpdesk

Red Cup IT, Inc.; Los Angeles (CA); On-site; USD 42,000 - 65,000; Full time

Job summary

Red Cup IT, Inc. seeks a Level 1 & 2 IT Support Technician to maintain hardware, software, and network health. You will handle first- and second-line issues, log and prioritize tickets, and escalate to senior engineers when needed.

Responsibilities include provisioning devices, deploying OS updates, and ensuring endpoint protection and MFA. Strong communication skills help explain complex tech in plain English, with a focus on reducing downtime.

Qualifications

• Experience providing first and second line IT support.
• Ability to troubleshoot OS and software issues across Windows, macOS, and Linux.
• Familiarity with ticketing systems (Jira, HaloPSA) and documenting steps.

Responsibilities

• Serve as first and second point of contact for IT issues via ticketing, phone, chat, or walk-up.
• Perform tiered troubleshooting for software, hardware, and network problems.
• Provision devices, image OS, enroll in MDM, and manage OS updates.

Skills

Patience & communication

Plain English explanations

Education

No formal education required

Tools

Windows 10/11

macOS

Linux (Ubuntu/CentOS)

Windows Server

Microsoft 365

Google Workspace

AWS

Azure

Jira

HaloPSA

Remote desktop / RMM

Job description

Red Cup IT, Inc. seeks a Level 1 & 2 IT Support Technician to maintain hardware, software, and network health. You will handle first- and second-line issues, log and prioritize tickets, and escalate to senior engineers when needed.

Responsibilities include provisioning devices, deploying OS updates, and ensuring endpoint protection and MFA. Strong communication skills help explain complex tech in plain English, with a focus on reducing downtime.