Service Desk Technician (Tier 1 / Tier 2)

M THEORY CONSULTING GROUP LLC; California; Hybrid; USD 59,000 - 72,000; Full time

Job summary

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

Responsibilities

• 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

Skills

Windows OS

Microsoft 365

Hardware troubleshooting

Networking basics

Remote support tools

Customer service

Organization

CA driver's license

Education

High school diploma or equivalent

Associate degree in IT (preferred)

Tools

ConnectWise

HaloPSA

Autotask

ServiceNow

Jira

Job description

Job Description

Job Description

???? Los Angeles, CA 90045 (On-Site)
???? Starting Salary: $65,000+ per year (based on experience)

About M-Theory Group

At M-Theory Group, we help organizations secure today while preparing for tomorrow. As a trusted technology partner, we deliver innovative solutions across cybersecurity, cloud infrastructure, managed IT services, networking, and AI. Backed by our SOC 2-compliant data center in Los Angeles, we empower businesses with secure, resilient, and future-ready technology.

We're passionate about solving complex challenges, delivering exceptional customer experiences, and investing in our people.

Position Overview

We're seeking a motivated Service Desk Technician (Tier 1 / Tier 2) to join our growing Customer Services Bureau.

This hybrid support role is ideal for someone who enjoys troubleshooting technical issues, delivering outstanding customer service, and continuously expanding their IT knowledge. You'll serve as the first point of contact for our clients while also handling more advanced Tier 2 support and escalations.

If you're customer-focused, technically curious, and thrive in a collaborative environment, we'd love to hear from you.

What You'll Do

• Own support tickets from initial request through successful resolution
• Provide Tier 1 and Tier 2 technical support for hardware, software, network, and user issues
• Troubleshoot Windows operating systems, Microsoft 365, printers, peripherals, and business applications
• Escalate and resolve more complex technical issues while collaborating with senior engineers
• Perform workstation setup, software installations, upgrades, and system deployments
• Support user account administration, including Active Directory and Microsoft 365
• Document troubleshooting steps, resolutions, and technical procedures within the ticketing system
• Contribute to and maintain internal knowledge base documentation
• Deliver exceptional customer service through clear communication and professionalism
• Travel occasionally to customer sites for onsite support and project work

Required

• High school diploma or equivalent
• 1-3 years of experience in a Help Desk, Service Desk, or Technical Support role
• Strong knowledge of:
  • Microsoft Windows
  • Microsoft 365
  • Desktop and laptop hardware
  • Basic networking concepts (TCP/IP, DNS, DHCP)
• Experience using remote support tools
• Excellent communication and customer service skills
• Strong organizational skills with the ability to manage multiple priorities
• Valid California driver's license

Preferred

• Associate degree in Information Technology or related field
• CompTIA A+, Network+, Security+, or similar certifications
• Experience with:
  • Active Directory
  • Azure Active Directory / Microsoft Entra ID
  • Microsoft Azure
  • ITSM/Ticketing platforms (ConnectWise, HaloPSA, Autotask, ServiceNow, Jira, etc.)
• Understanding of ITIL best practices
• Basic cybersecurity knowledge and endpoint security tools
• Experience with low-voltage cabling and structured wiring

What You'll Bring

• A passion for technology and solving problems
• A customer-first mindset
• Strong analytical and troubleshooting abilities
• Ability to remain calm under pressure
• A desire to learn new technologies and grow professionally
• A collaborative attitude and willingness to support team success

Why Join M-Theory Group?

• Competitive starting salary beginning at $65,000+ annually
• Career growth opportunities within a rapidly expanding technology company
• Exposure to enterprise infrastructure, cybersecurity, AI, cloud technologies, and managed IT services
• Ongoing professional development and certification support
• Collaborative and supportive team culture
• Opportunity to work with cutting-edge technologies and diverse client environments