Help Desk Technician
ATI Restoration
Position Summary We are seeking a Helpdesk Technician to support end users across our organization. This role will provide Tier 1-2 support for desktop, application, and identity-related issues in a Google Workspace-centric environment. The ideal candidate is customer-focused, technically strong, and comfortable working across a variety of cloud and on-prem technologies. Key Responsibilities
- Provide Tier 1-2 technical support for end users (in-person, remote, and via ticketing system)
- Troubleshoot issues related to:
- Windows 10/11 endpoints
- Google Workspace (Gmail, Drive, Calender)
- RemoteApp / RDS environments
- Zoom (Meetings, Phone)
- Okta (SSO, MFA, user provisioning)
- Support endpoint management and patching (PDQ Connect, Dell Command Update, or similar tools)
- Assist with onboarding/offboarding:
- User account creation (AD / Azure AD / Okta)
- Device provisioning and setup (Laptop, Cell Phone, AD account creation)
- Troubleshoot networking basics (VPN, DNS, connectivity issues)
- Maintain documentation and knowledge base articles
- Escalate complex issues to Tier 3 / Infrastructure teams as needed
- Support security best practices (phishing awareness, MFA enforcement, endpoint compliance)
- 2-4 years of Helpdesk / IT Support experience
- Strong knowledge of:
- Windows OS and troubleshooting
- Google Workspace ecosystem
- Active Directory / Azure AD
- Experience with SSO platforms (Okta preferred)
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
- Excellent communication and customer service skills
- Experience with:
- Remote Desktop Services / RemoteApp
- Endpoint management tools (PDQ, etc.)
- Zoom Phone / VoIP systems
- Certifications (nice to have):
- CompTIA A+
- Microsoft Fundamentals (MS-900, AZ-900)
- On-site in San Diego office with the opportunity of Hybrid in the future
- May require occasional after-hours support
- Ticket resolution time and SLA adherence
- User satisfaction scores
- First-call resolution rate
- Documentation quality and contribution
Vacancy posted 16 hours ago
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