Help Desk Technician - Santa Ana, CA

Help Desk Technician (L1)

Arctiq is a leader in professional IT services and managed services across three core Centers of Excellence: Enterprise Security, Modern Infrastructure and Platform Engineering. Renowned for our ability to architect intelligence, we connect, protect, and transform organizations, empowering them to thrive in today's digital landscape. Arctiq builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries.

We are seeking a motivated and customer-focused Help Desk Technician (L1) to join our client on a contract basis. This role serves as the first point of contact for technical support, providing timely resolution to end-user issues across hardware, software, and network systems. The ideal candidate is a strong communicator with hands-on troubleshooting experience and a passion for delivering excellent customer service.

Responsibilities:

• Serve as the primary point of contact for incoming IT support requests via the internal ticketing system
• Troubleshoot and resolve Level 1 technical issues related to:
• Windows operating systems
• Microsoft 365 (Outlook, Teams, OneDrive, etc.)
• VPN connectivity
• Desk phones and basic telephony support
• Manage, track, and update tickets within the internal help desk system, ensuring timely resolution and communication
• Perform basic hardware support including:
• Imaging and deploying laptops/desktops
• Setting up and configuring new user workstations
• Deploying and troubleshooting desk phones
• Provide deskside support for onsite users as needed
• Escalate more complex technical issues to higher-level support teams when appropriate
• Maintain documentation of common issues and solutions

Qualifications:

• 1+ year of experience in a Help Desk or IT support role (or equivalent experience)
• Strong knowledge of:
• Windows OS environments
• Microsoft 365 applications
• VPN connectivity troubleshooting
• Experience with ticketing systems and managing support requests
• Hands-on experience with computer imaging and hardware setup
• Basic understanding of networking concepts

Arctiq is an equal opportunity employer. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.

We thank you for your interest in joining the Arctiq team! While we welcome all applicants, only those who are selected for an interview will be contacted.