Service Desk Technician (Tier 1–2) – Hybrid, LA

M THEORY CONSULTING GROUP LLC; California; Hybride; USD 59 000 - 72 000; Plein temps

Résumé du poste

M-Theory Group in Los Angeles, CA is seeking a Service Desk Technician (Tier 1/2) for a hybrid role. You will be the first point of contact for clients, resolving hardware, software, and network issues, and escalating complex problems to senior engineers.

You’ll set up workstations, manage user accounts, and contribute to knowledge base while delivering professional, customer-focused support. The ideal candidate has 1–3 years of Help Desk experience and a valid California driver's license.

Qualifications

• 1-3 years of experience in a Help Desk, Service Desk, or Technical Support role
• Strong knowledge of Windows and Microsoft 365
• Desktop and laptop hardware knowledge
• Basic networking concepts (TCP/IP, DNS, DHCP)
• Experience with remote support tools
• Excellent communication and customer service skills
• Valid California driver’s license

Responsabilités

• Own support tickets from initial request through resolution
• Provide Tier 1 and Tier 2 support for hardware, software, network, and user issues
• Troubleshoot Windows OS, Microsoft 365, printers, peripherals, and business apps
• Escalate complex issues to senior engineers
• Perform workstation setup, software installs, upgrades, and deployments
• Manage user accounts including Active Directory and Microsoft 365
• Document troubleshooting steps and resolutions in ticketing system
• Contribute to internal knowledge base
• Deliver exceptional customer service with clear communication
• Travel occasionally to client sites for onsite support

Connaissances

Windows OS

Microsoft 365

Hardware troubleshooting

Networking basics

Remote support tools

Customer service

Organization

CA driver's license

Formation

High school diploma or equivalent

Associate degree in IT (preferred)

Outils

ConnectWise

HaloPSA

Autotask

ServiceNow

Jira

Description du poste

M-Theory Group in Los Angeles, CA is seeking a Service Desk Technician (Tier 1/2) for a hybrid role. You will be the first point of contact for clients, resolving hardware, software, and network issues, and escalating complex problems to senior engineers.

You’ll set up workstations, manage user accounts, and contribute to knowledge base while delivering professional, customer-focused support. The ideal candidate has 1–3 years of Help Desk experience and a valid California driver's license.