IT Help Desk Technician - Hybrid - San Marcos, CA

Job Description

Job Description

LOCATION: HYBRID – SAN MARCOS, CA

FSLA STATUS: FULL-TIME, NON-EXEMPT

ABOUT AVOYA

Avoya Travel is transforming how people plan and book vacations by connecting travelers with expert travel professionals through our innovative platform. We’re one of North America’s fastest‑growing travel companies, delivering exceptional service, exclusive offers, and memorable travel experiences. 

Our team shares a passion for exploration, service, and achieving remarkable results. We offer competitive pay and benefits, flexible remote and hybrid work options, ongoing learning opportunities, and generous travel perks—all within a fun, supportive, and collaborative culture focused on wellness and work/life balance. 

We’re looking for talented individuals who thrive in innovative, team‑oriented environments to join our growing organization.

ABOUT THE OPPORTUNITY

Join our growing Information Technology team as an IT Help Desk Technician and play a key role in delivering exceptional technology support across the organization. In this hands-on position, you'll be the go-to resource for employees, helping resolve technical challenges, supporting modern workplace technologies, and ensuring a seamless user experience

This is an exciting opportunity for a customer-focused IT professional who enjoys problem-solving, working directly with end users, and supporting a dynamic hybrid work environment. You'll gain exposure to a wide range of technologies including Microsoft 365, Active Directory, Microsoft Teams, networking, endpoint support, and audio/video conferencing systems, while contributing to the day-to-day operations that keep the business running efficiently

As part of the IT team, you'll support employees both remotely and in-office, manage hardware and software deployments, assist with onboarding and offboarding activities, and help maintain conference room and collaboration technologies that power in-person, hybrid, and virtual meetings. You'll work closely with colleagues across all departments, making a direct impact on employee productivity and overall business success

If you're a proactive and service-oriented professional with experience in corporate IT support, audio/video technologies, and troubleshooting a variety of technical issues, this role offers an excellent opportunity to grow your skills, expand your technical expertise, and advance your IT career in a collaborative and supportive environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Help Desk & End User Support

• Provide first-level support to employees via phone, email, ticketing system, remote connectivity, and in-person assistance.
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, peripherals, operating systems, and business applications.
• Document incidents, service requests, resolutions, and troubleshooting steps in the IT service management system.
• Escalate unresolved issues according to established procedures and service level expectations.
• Assist with onboarding and offboarding activities, including user account setup, equipment deployment, and access management.

IT Operations

• Support day-to-day IT operations, including hardware and software installation, maintenance, upgrades, and troubleshooting.
• Monitor and maintain system performance, availability, and security.
• Assist with inventory management of technology assets, equipment assignments, and software licensing.
• Support network connectivity issues and communicate with vendors when necessary.
• Ensure adherence to company IT policies, security standards, and best practices.

Audio/Visual & Meeting Room Support

• Provide support for conference room technology, including audio/video systems, displays, projectors, cameras, microphones, and collaboration tools.
• Set up, test, troubleshoot, and maintain meeting room equipment to ensure successful in-person, hybrid, and virtual meetings.
• Support Microsoft Teams Rooms and other conferencing platforms.

Customer Service & Communication

• Deliver exceptional customer service and technical assistance to employees at all levels of the organization.
• Communicate technical concepts clearly to non-technical users.
• Maintain professionalism, confidentiality, and a customer-focused approach in all interactions.

REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES

• Strong troubleshooting and problem-solving skills. 
• Working knowledge of Windows operating systems, Microsoft 365, Active Directory. 
• Working knowledge and/or experience within PowerShell is preferred. 
• Familiarity with networking concepts including LAN, Wi-Fi, VPN, and printer connectivity. 
• Experience supporting audio/video conferencing equipment and meeting room technologies. 
• Ability to prioritize and manage multiple support requests in a fast-paced environment. 
• Strong written and verbal communication skills. 
• Ability to maintain confidentiality and exercise sound judgment. 
• Familiarity with ITIL principles or IT service management practices is preferred.

• Ability to handle situations in a calm, professional manner and exhibit good judgment.
• Ability to maintain productivity and confidentiality in a remote or hybrid work environment, including: 
  • Minimal distractions
  • Reliable internet connectivity
  • Ongoing communication with leadership
  • Reliable childcare/eldercare when applicable
• Professional appearance and presentation in both virtual and in‑person meetings.

EXPERIENCE AND/OR EDUCATION

• Minimum of two (2) years of IT help desk, technical support, or related experience. 
• Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent work experience may be substituted. 
• Experience supporting users within a corporate office environment required. 
• Experience supporting audio/video equipment in conference rooms and collaboration spaces required. 
• Experience with Microsoft 365, Microsoft Teams, and endpoint management tools preferred. 
• Industry certifications such as CompTIA A+, Network+, Microsoft certifications, or similar are a plus.

Preferred Qualifications

• Experience supporting Microsoft Teams Rooms or similar conference solutions.
• Experience with ERP systems and other enterprise business applications.
• Experience supporting hybrid work environments.
• Experience working in a customer service-oriented IT help desk environment.
• Knowledge of cybersecurity best practices and endpoint security solutions.

PHYSICAL REQUIREMENTS

• Ability to work a varied schedule as needed to support business operations and critical system needs. 
• Ability to sit, stand, walk, bend, and move throughout office facilities. 
• Ability to work extensively on a computer and communicate effectively via phone, video conferencing, and in-person interactions. 
• Must be able to lift, carry, push, and pull equipment weighing 30 pounds or more. 
• Ability to transport and install computer equipment, monitors, printers, and conference room technology. 
• Ability to travel between office locations and meeting spaces as needed.

While we encourage employees to apply even if they don't meet every listed qualification, please be aware that internal candidates who require additional training or development may be offered a starting salary at the lower end of or below the established range. This flexibility allows us to prioritize your career growth while ensuring the compensation remains aligned with the current level of experience brought to the role.

Avoya Travel offers competitive pay, flexible schedules (in‑office, hybrid, and remote-US only, eligibe states), and comprehensive benefits- including medical, dental, vision, and a wide range of ancillary coverages—available to full‑time employees starting the first of the month after hire. We also provide a 401(k) with 4% employer match, immediate vesting and travel discounts. 

For in‑office or hybrid employees, our San Marcos office features a casual dress code, stand‑up desks, complimentary snacks and beverages, an employee arcade, and a wellness/relaxation room. 

Avoya is proud to be an equal opportunity employer committed to diversity and inclusion. All qualified applicants receive consideration without regard to any protected characteristic. 

We use E‑Verify, conduct professional references and background checks, and require an arbitration agreement as a condition of employment.