Service Desk Technician

Jobtailor; Long Beach (CA); On-site; USD 52,000 - 75,000; Full time

Job summary

Jobtailor is seeking an IT Support Specialist to provide first-line technical assistance. You will resolve hardware, software, and network issues, document steps, and guide users through configuration tasks across Windows 11 and Office 365.

The role requires strong customer service, AD management, and familiarity with collaboration tools like SharePoint and Teams, with on-site support at our Long Beach location.

Qualifications

• Minimum 3–5 years of IT experience is required and demonstrated end-user support skills.
• Experience with Active Directory user and security group management is essential.
• Proficiency in Windows 11, Microsoft 365 apps and related cloud services is required.
• Familiarity with conferencing and collaboration tools such as Teams and SharePoint.

Responsibilities

• Provide first-line support for end users via Service Desk/Help Desk channels.
• Troubleshoot and resolve hardware, software, and network issues; document resolutions.
• Install, configure, and maintain software, hardware and peripherals.
• Trace incidents, communicate status, and update service desk records.
• Coordinate with end users to define system specifications and upgrades.

Skills

Active Directory management

Windows 11

Microsoft 365

SharePoint

Teams

OneDrive

Microsoft System Center (SCSM)

PC hardware repair

Telecommunication systems (Zoom phone)

iOS and Android troubleshooting

Video conferencing systems

Desktop/laptop hardware expertise

Mobile device management familiarity

General networking concepts

Education

Associates or Bachelor's degree preferred

Tools

Active Directory

Windows 11

Microsoft 365

SharePoint

Teams

OneDrive

SCSM

Zoom Phone/Telecom tools

Job description

Responsibilities

• Provide technical software, hardware and network problem resolution support and technical guidance to end users.
• Document, test, create or modify computer systems, instructions and procedures.
• First line support for all end user IS requests (Service Desk / Help Desk).
• Review and troubleshoot reported incidents and service requests daily.
• Identify, diagnose and resolve technical support issues with end users within prioritized timeline.
• Document status, progress notes and resolutions in service desk tracking system.
• Install, configure, maintain and troubleshoot a wide range of selected software, hardware and accessory components.
• Consult with end users to determine hardware, software and/or system function specifications.
• Perform hardware/software upgrades to existing computer equipment as required.
• Triage and complete operation service requests.

Requirements

• 3 - 5 years’ experience in IT
• Associate degree or bachelor’s degree preferred
• Excellent Customer Service Skills
• Active Directory user and security group management
• Strong working knowledge of Windows 11
• Proficient with Microsoft O365
• SharePoint / Teams / OneDrive
• Microsoft System Center (SCSM) suite
• PC Hardware Repair proficiency
• Experience / familiarity with telecommunication systems (Zoom phone)
• iOS (iPhone) and Android configuration and troubleshooting
• Audiovisual Equipment (Conference phones, Videoconferencing, Videoconferencing Management Systems, Flat Screen Displays)
• Expert understanding of desktop and laptop hardware components
• Mobile Devices and Telecommunications Services Associated with Devices (smartphones)
• General networking concepts

Core Competencies

Demonstrates expertise in technical support, including troubleshooting hardware, software, and network issues while providing exceptional customer service. Proficient in managing user accounts and security groups in Active Directory, along with a strong understanding of Windows 11 and Microsoft O365 applications.