Senior Help Desk Lead: Mentor, IT Ops & Security

LIVE | WORK; Santa Ana (CA); On-site; USD 54,000 - 58,000; Full time

Job summary

LIVE | WORK in Santa Ana, CA is seeking a Senior Help Desk Technician to serve as a senior technical support resource within our IT team, handling escalated issues, mentoring junior technicians, and helping improve processes and systems that support our employees.

You’ll work hands-on with Windows, Microsoft 365, Active Directory, networking, endpoint management, and enterprise security tools, and you’ll strengthen helpdesk operations through documentation, root‑cause analysis, and knowledge

Qualifications

• B.A./B.S. degree in IT, Computer Science, or related field preferred
• Minimum 5–7 years IT experience in a corporate environment
• Experience supporting hybrid or cloud-based environments, including Microsoft Azure, Intune, or other endpoint management platforms
• Strong troubleshooting across Windows and Microsoft 365
• Familiarity with ITIL principles, service management, and structured ticket workflows

Responsibilities

• Provide advanced technical support for hardware, software, network, workstation, application, and OS issues escalated from Level 1
• Install, configure, and maintain desktops, laptops, mobile devices, and peripherals with security and lifecycle standards
• Perform admin tasks in Active Directory, Microsoft 365, and enterprise platforms including account management and Group Policy updates
• Troubleshoot LAN/WAN, wireless networks, VPNs, DNS/DHCP, and basic firewall issues; escalate complex network issues
• Support endpoint security initiatives, including patching, antivirus, MFA enrollment, encryption, and vulnerability remediation
• Improve helpdesk operations through process design, ticket workflows, escalation standards, and tool evaluation/implementation
• Identify recurring issues, perform root-cause analysis, and propose system/process/workflow improvements
• Maintain documentation of support requests, troubleshooting steps, and resolutions; develop knowledge base articles
• Collaborate with Level 1, IT engineers, and external vendors for escalations and service delivery
• Mentor team members and share knowledge; support IT projects, deployments, migrations, and upgrades
• Travel to remote locations for onsite IT support as needed
• Work overtime when required by business needs

Skills

Troubleshooting

Customer service

Documentation

Microsoft 365

Active Directory

Networking

Endpoint management

Security tools

Education

B.A./B.S. in IT or related field

Tools

Azure

Intune

Group Policy

VPN

DNS/DHCP

Firewalls

Job description

LIVE | WORK in Santa Ana, CA is seeking a Senior Help Desk Technician to serve as a senior technical support resource within our IT team, handling escalated issues, mentoring junior technicians, and helping improve processes and systems that support our employees.

You’ll work hands-on with Windows, Microsoft 365, Active Directory, networking, endpoint management, and enterprise security tools, and you’ll strengthen helpdesk operations through documentation, root‑cause analysis, and knowledge