L2 - IT Support Engineer

Zones IT Solutions; Los Angeles (CA); On-site; USD 39,000 - 44,000; Full time

Job summary

Zones IT Solutions in Los Angeles, CA is seeking an L2 - IT Support Engineer to provide deskside and end-user support in a corporate environment. You will troubleshoot software, install and configure applications, and support Windows and Mac OS X, Office 365, mobile devices, printers, and AV systems.

You will manage tickets via ServiceNow, prioritize requests, and document knowledge base updates. The role requires strong communication, ITIL familiarity, and at least 3 years in desktop support;

Qualifications

• Deskside and end-user support in a corporate environment.
• Strong knowledge of Windows and Mac OS X, Office 365, and networking basics.
• Ability to document and follow KBs, and prioritize IT service requests.

Responsibilities

• Provide deskside/Desktop support for Windows/Mac environments.
• Troubleshoot software issues and manage installations/removals remotely.
• Support printers, AV systems, mobile devices, and asset inventory.
• Manage tickets via ServiceNow and drive end-to-end resolution.

Skills

Deskside support

End-user support

Customer service

Communication skills

Team player

Education

Bachelor’s degree or 7 years relevant experience

ITIL Foundation Certification

A+ certification

Other certifications (N+, MCP, MCDST, MCSA, CNCT, CST, CNST; Apple Certified)

Tools

JAMF Product Suite

SCCM

MDM Support

Apple OS deployment tools

Job description

Description

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM

Position Overview:

Term: 1+ year Location: Los Angeles, CA Pay: $28.00 - $32.00; commensurate with experience Hours: 8am – 5pm

What you will do as the L2 - IT Support Engineer:

The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

• Deskside / Desktop / End User Computer support in a corporate environment
• Troubleshooting and resolving software issues. Ability to install, configure, reconfigure or reinstall software including remote support.
• Support Mac OS, Windows OS, Microsoft Office 365, Smart Phones, AV Conferencing Systems, Printers and PC hardware
• Ability to categorize and prioritize end user support requests and service requests by utilizing the Service Now ticketing system to track tickets and provide up-to-date status and information.
• Ability to research and follow appropriate KB articles.
• Strong Microsoft Office 365 skills (Outlook, Word, and Excel, PowerPoint)
• Maintain system configurations and KB documentation; providing updates to articles as needed.
• IMAC Support - IT equipment Install/Move/Add/Change/Decommission
• Smart Hands supports networking, server, and telecommunications technologies.
• Printer and peripheral device support
• Physical Inventory management of IT assets including asset auditing.
• Provide Executive VIP support as needed.
• Support additional corporate and retail locations as needed.
• Reimaging computers/hard drives in accordance with customer standards
• Taking ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.
• Train and orient staff on use of hardware and software.
• Performs other duties as assigned.

What you will bring to the team:

• Bachelor’s degree from an accredited higher-education institution and/or seven years relevant experience.
• Strong knowledge and experience with Windows and Mac OS X operating systems
• Good understanding of Network Infrastructure
• Understanding of network, systems and configurations
• ITIL Foundation Certification
• A+ certification plus one, preferably two, of the following certifications:
• N+, MCP, MCDST, MCSA, CNCT, CST, CNST, Apple Certified (ACHDS, ACTC, ACDT, ACPT);
• Must be a team player, possess strong communication skill, and possess a strong customer-centered philosophy.
• At least 3 years of experience in desktop support and field services role
• Dell Certified Technician for ordering parts through OEM and parts replacement
• Strong Apple ISO and mobile support (MDM Support)
• Broad understanding of Mac OS Management tools especially JAMF Product Suite
• Experience in operating system deployment (SCCM and macOS 10.15 or later)
• Need to work from office all 5 days a week with a couple of exceptions.

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Zones offers a comprehensive Benefits package

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. As a valued team member, you will be eligible for a comprehensive benefits package that includes medical coverage, as well as state-mandated sick leave, along with other benefits designed to support your well-being and work-life balance. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. At Zones, work is more than a job –with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

Zones participates in E-Verify. E-Verify is a system that compares information from a team member’s Form I-9 to federal records to confirm their eligibility to work in the United States.