IT Technical Support I

PMCS Group, Inc.; San Diego (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

PMCS Group, Inc. is seeking a hands-on Help Desk professional to be the first line of IT support for a busy airport program team in the Los Angeles area. You’ll troubleshoot, log requests, and coordinate across LAN/WAN and campus locations, keeping systems up as staff deploy and relocate.

Ideal candidates bring strong communication, onboarding/offboarding experience, and ability to work varied shifts. A Bachelor's degree or 5+ years of related experience is preferred, with certifications a plus.

Qualifications

• Bachelor's degree or 5+ years of equivalent job experience.
• Relevant professional licensure and certifications preferred.

Responsibilities

• Respond to Help Desk emails and log requests in Freshdesk, ServiceNow, and related tracking tools.
• Diagnose and troubleshoot system issues using established procedures.
• Analyze, document, and assess the severity and impact of production outages and incidents, and escalate as needed.
• Keep incidents moving toward a fast resolution, with clear communication throughout.

Skills

Help desk support

Incident response

Onboarding & offboarding

Hardware diagnostics

Networking troubleshooting

Windows 10/11

Microsoft 365

Clear communication

Education

Bachelor's degree in Computer Science or related field

5+ years of equivalent job experience

Tools

Freshdesk

ServiceNow

Job description

REQUIRED: Must live in or relocate to the Los Angeles, CA area

Keep a major airport development program running, one ticket at a time.

You'll be the first line of IT support for a busy capital program team, working across a large airport campus. If you like hands-on troubleshooting, variety in your day, and being the person people trust when things break, this role is for you.

What You'll Do

Help Desk & Incident Response

• Respond to Help Desk emails and log requests in Freshdesk, ServiceNow, and related tracking tools
• Diagnose and troubleshoot system issues using established procedures
• Analyze, document, and assess the severity and impact of production outages and incidents, and escalat(e) as needed
• Keep incidents moving toward a fast resolution, with clear communication throughout

Onboarding, Deployments & Field Support

• Run staff onboarding and offboarding as people join or leave the program
• Perform hardware and software installations
• Oversee staff deployments and relocations across multiple campus locations
• Provide IT support at division-wide events

Training

• Deliver on-job training and computer orientation for new staff

Technical Experience

• PC Hardware: Diagnose and resolve component failures (motherboards, power supplies, memory, storage), and handle upgrades, replacements, and configurations
• Networking: Resolve LAN/WAN issues, including cabling faults, switch/router misconfigurations, IP conflicts, wireless, and VPN connectivity
• Windows 10/11: Install, configure, and administer the OS, and apply security patches, system updates, and driver updates
• Microsoft Office / Microsoft 365: Deploy, troubleshoot, and support Word, Excel, PowerPoint, Outlook, OneDrive, and Teams

What You Bring

Required

• Ability to lift at least 40 lbs
• Ability to move between sites across campus to provide on-site support
• Availability to work various shifts as needed
• Demonstrated experience managing data coordination and conversion projects
• Strong oral and written communication, including the ability to explain complex issues to non-technical users
• Ability to organize short- and long-term tasks and report status to clients and management
• A collaborative, self-starting, results-driven approach, and a willingness to take on additional responsibilities

Education & Certifications

• Bachelor's degree in Computer Science or a related field preferred, or 5+ years of equivalent job experience
• Relevant professional licensure and certifications preferred