Help Desk Technician I

Help Desk Technician I

Job Locations US-CA-Emeryville

ID

CA-6147

Category

Information Technology

Type

Full Time

Work Location

Onsite

About the Organization

E2 Consulting Engineers, Inc. (E2) is a professional services firm established in 1988 specializing in a full spectrum of engineering services including, project engineering and design, federal base operations and infrastructure support services, gas pipeline construction and inspection services, environmental consulting and remediation, and information technology services. At E2, we value safety, innovation and collaboration, and we are dedicated to excellence.

Overview

Seeking a collaborative Help Desk Technician to support a comprehensive cloud-native computing environment across the organization. Responsibilities include responding to requests via telephone, email, in person, or through remote access; providing technical guidance on system delivery, configuration, setup, maintenance, and troubleshooting for various hardware and software platforms; training staff on effective diagnosis and resolution of issues; and soliciting customer feedback to enhance training strategies.

E2 is a dynamic and fast-paced organization seeking a proactive and professional team member who can work independently, demonstrate strong organizational skills, manage multiple tasks efficiently, and excels at interpreting, summarizing, and communicating data both at macro and micro levels. The Help Desk Technician will also collaborate with E2's Chief Information Officer to address high-priority initiatives.

Responsibilities

Address service requests via phone, email, in-person, or remote channels.

• Provide expert assistance with the deployment, configuration, setup, maintenance, and troubleshooting of systems, hardware, and software.
• Support essential Microsoft 365 tools including SharePoint Online, Teams, OneDrive for Business, and Office.
• Facilitate IT-related onboarding and offboarding processes: managing accounts, hardware retrieval, and data migration.
• Deploy PCs utilizing Microsoft Autopilot.
• Oversee device management using Microsoft Intune.
• Configure devices to comply with ISO27001 standards.
• Maintain asset inventory and equipment assignment using inventory management systems.
• Liaise with vendors as necessary for hardware replacement.
• Manage help desk tickets efficiently and within established timelines.
• Diagnose performance issues, investigate critical errors, capture diagnostic traces, and analyze logs.
• Acquire and maintain expertise in a broad array of applications and systems; remain informed regarding upgrades and software updates.
• Prepare and revise end-user training materials and instructional videos.
• Compose and update technical documentation, including diagrams and configuration procedures.
• Execute diagnostics to resolve customer-reported issues and escalate matters when required.
• Ensure customer satisfaction throughout problem resolution; document all service requests and troubleshooting activities in an online database, conduct research as needed, and follow up to confirm resolutions.
• Provide after-hours support for urgent requests as needed.
• Perform additional duties as assigned.

Qualifications

• Minimum of 1 year of hands-on experience in a help desk setting.
• Demonstrated experience administrating Microsoft 365 cloud-only environments.
• Familiarity with Microsoft Entra ID.
• Proficiency with Microsoft Intune.
• Capable of assuming ownership of problems and working autonomously or collaboratively.
• Strong problem-solving, analytical, and teamwork capabilities.
• Excellent communication and interpersonal skills.
• Customer-focused with a calm and composed demeanor.
• Commitment to confidentiality regarding sensitive data.
• Proficient in English.
• Associate degree or technical diploma/degree with relevant certifications in Helpdesk Support and LAN Support, or equivalent education and experience.

Benefits

E2 Consulting Engineers, Inc. offers an excellent benefits package including health, dental, vision, and life insurance, 401(k) with employer match, paid time off.

Wage Data Per State Requirements

The hourly pay rate for this position is $24.00/hr - $31.25/hr. The starting rate will be commensurate with skill, education, experience, and working environment.

Work Environment/Physical Demands

Work Environment

This job operates in a professional office environment and uses standard office equipment such as computers and phones.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods sitting at a desk and working on a computer.
• Lift 40 lbs. boxes
• Verbal, auditory, and written capabilities to effectively communicate in an articulate manner.
• Clarity of vision at varying distances.
• Dexterity of hands and fingers to operate a variety of standard office equipment.
• Candidate is expected to be on-site 5 days a week and follow the Social Distancing norms and precautionary measure that are set in place.

Travel

The incumbent would be undertaking peripatetic employment in that the nature of the job may require travel to remote sites not to exceed five (5) days at a time.

Local Candidates only

Yes

Drug Free Workplace

E2 Consulting Engineers, Inc. is a Drug Free Workplace. After accepting an offer of employment, applicants may be required to undergo background checks, drug testing, and/or fit-for-duty physical examination. Drug screens will include, but not be limited to, Amphetamines, Cocaine Metabolites, Marijuana Metabolites (THC), Opiates, and Phencyclidine (PCP). As a federal contractor, E2 cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician.

Solicitation

Please no solicitation of any kind from agencies, staffing, or recruiting firms.

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.