Level II IT Analyst

Home Organizers; Glendale (CA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health benefits

Retirement plan 401K

Paid vacation

Paid holidays

Job summary

Brio Water is seeking an IT Help Desk Technician to join our support team in Glendale, CA. You will deliver Tier 1–2 technical assistance for desktops, printers, and business apps, while learning and growing within a responsive IT operation.

You’ll manage user accounts in Active Directory and Microsoft 365, track requests in our ticketing system, and support system rollouts, onboarding, and ongoing maintenance. A customer-focused mindset is essential.

Qualifications

• 5+ years in IT support or help desk.
• Proficient in Windows environments and business apps.
• Experience with IT ticketing systems.
• Basic AD, M365, and endpoint management knowledge.
• Strong customer service and organizational skills.

Responsibilities

• Provide Tier 1 and 2 support for hardware, software, and apps.
• Troubleshoot desktops, laptops, printers, and mobile devices.
• Manage user accounts and access in AD and M365.
• Log and track requests in the ticketing system with SLAs.
• Escalate complex issues to senior IT staff.
• Assist with system rollouts, deployments, upgrades, patches.
• Support onboarding/offboarding and asset lifecycle.
• Follow IT processes and documentation.

Skills

Windows troubleshooting

Ticketing systems

AD & M365

Networking basics

Customer service

Time management

IT certifications

Education

IT certifications (A+, Network+, Microsoft)

Tools

Jira Service Management

Freshservice

Zendesk

ServiceNow

Active Directory

Microsoft 365

Job description

About this position

About the company

Brio Water is the market-leading water product company that has helped millions get hydrated through its unique and innovative product line. We offer full home water solutions and systems designed and engineered to continuously push the boundaries of the way we hydrate. Our company combines sophisticated technology with innovative, top-tier designs to ensure client satisfaction while enhancing the functionality and aesthetics of hydration.

About the role

We are excited to offer an opportunity for an IT Help Desk Technician to join our team. This hands-on technical role is responsible for providing day-to-day IT support to end users, troubleshooting hardware and software issues, and supporting the implementation and maintenance of IT systems and tools. The ideal candidate is customer-focused, technically capable, and eager to grow their skills while contributing to a reliable and responsive IT support operation.

What you'll do

• Provide Tier 1 and Tier 2 technical support for end users across hardware, software, and business applications.
• Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and peripherals.
• Support user accounts, access, and permissions in Active Directory, Microsoft 365, and other business systems.
• Log, track, and update support requests in the IT ticketing system, ensuring accurate documentation and timely resolution.
• Escalate complex or unresolved issues to senior IT staff when appropriate.
• Assist with system rollouts, application deployments, upgrades, and patches.
• Support onboarding and offboarding activities, including hardware setup and system access.
• Follow defined IT support processes, SLAs, and service standards.
• Maintain IT asset inventory and assist with equipment tracking and lifecycle management.
• Provide clear, professional communication to end users throughout the support process.
• Contribute to knowledge base articles and technical documentation.

Qualifications

• 5+ years of experience in an IT support, help desk, or desktop support role.
• Strong hands-on troubleshooting skills for Windows-based environments and common business applications.
• Experience working with IT ticketing systems (e.g., Jira Service Management, Freshservice, Zendesk, ServiceNow, etc.).
• Basic understanding of Active Directory, Microsoft 365, and endpoint management.
• Familiarity with networking fundamentals (DNS, DHCP, VPN, Wi-Fi).
• Strong customer service mindset with the ability to support non-technical users.
• Good organizational skills and attention to detail.
• Ability to prioritize and manage multiple support requests.
• IT certifications (A+, Network+, Microsoft) are a plus but not required.

Benefits / Perks

We believe in recognizing and rewarding our employees for a job well done. We offer growth potential for motivated individuals, competitive compensation, and a comprehensive benefits package, including:

• Medical, Dental, Vision, Life Insurance
• 401K Retirement Plan
• Paid Vacation Time
• Paid Holidays
• and More!

Pay Range

The pay range for this role is:

70,000 - 90,000 USD per year (Glendale, CA)