L2 - IT Support Engineer

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

Benefits offered by this job

Medical coverage

Sick leave

Work-life balance benefits

Job summary

Zones, LLC is seeking an L2 IT Support Engineer for the Los Angeles, CA area. The role involves deskside and remote end-user support, OS troubleshooting on Windows and Mac, and extensive use of Office 365 and AV systems.

You will manage tickets in Service Now, perform imaging/deployment, and support multiple locations as needed. Requirements include a Bachelor’s degree or 7+ years of experience, ITIL Foundation, and certifications (A+ and others).

Qualifications

• Bachelor’s degree or 7+ years of relevant experience.
• Strong knowledge of Windows and Mac OS X operating systems.
• Good understanding of network infrastructure.
• ITIL Foundation Certification.
• A+ certification (or equivalent) + additional certs like N+, MCP, MCSA, etc.

Responsibilities

• Provide deskside/desktop/end-user support in a corporate environment.
• Troubleshoot and resolve software issues; install/reconfigure/reinstall software including remote support.
• Support Mac OS, Windows OS, Microsoft Office 365, smartphones, AV conferencing, printers, and PC hardware.
• Utilize Service Now for ticketing; prioritize and track requests with status updates.
• Research KB articles; maintain and update KB documentation.
• Imaging and deployment of OS using SCCM and JAMF product suite.
• Provide exclusive VIP executive support as needed.
• Support additional locations as required.
• End-to-end ownership of issues, from detection to resolution.
• Train staff on hardware and software usage.

Skills

End user support

Windows OS

Mac OS X

Office 365

Troubleshooting

ServiceNow

Imaging and deployment

Printer and peripherals

VIP/executive support

Team collaboration

Education

Bachelor’s degree

7 years relevant experience

Tools

SCCM

Jamf

AV Conferencing Systems

Job 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

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.TMZones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

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.

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.