L2 - IT Support Engineer

The L2 IT Support Engineer role supports corporate end users across a variety of technology needs, including deskside and desktop troubleshooting, software issue resolution, and hands-on device work. Zones operates in a corporate environment where timely ticket handling and reliable desktop infrastructure support are key to keeping users productive across locations.

This onsite position in Los Angeles, CA focuses on resolving incidents and requests end-to-end, maintaining accurate documentation, and assisting with installations, moves, additions, changes, and decommissions. You will also provide Executive VIP support as needed and help ensure systems are reimaged and configured to customer standards.

Role overview

• Provide deskside, desktop, and end-user computer support in a corporate environment
• Support Windows and Mac OS users with troubleshooting for software, operating systems, and peripherals
• Handle ticket management via ServiceNow, including categorizing and prioritizing requests and providing up-to-date status
• Perform IMAC support (Install, Move, Add, Change, Decommission) for IT equipment
• Support reimaging computers and hard drives according to customer standards
• Provide Executive VIP support as needed
• Support additional corporate and retail locations as required

Technical scope

• Troubleshoot and resolve software issues, including the ability to install, configure, reconfigure, or reinstall software, including remote support
• Support Microsoft Office 365, printers and peripheral devices, and PC hardware
• Support Smart Phones and AV conferencing systems
• Support Mac OS and Windows OS environments, including MDM support and Mac OS management tools
• Use KB articles by researching and following appropriate guidance
• Maintain system configurations and KB documentation, including updating articles as needed
• Perform physical inventory management, including IT asset auditing

Service and ownership

• Take ownership of issues end-to-end to reach resolution for appropriate requests and incidents
• Train and orient staff on the use of hardware and software
• Perform other duties as assigned

Required qualifications

• Bachelor’s degree from an accredited higher-education institution and/or seven years relevant experience
• At least 3 years of experience in desktop support and field services
• Strong knowledge and experience with Windows and Mac OS X
• Good understanding of network infrastructure and network, systems, and configurations
• ITIL Foundation Certification
• A+ certification plus one, preferably two, of the following: N+, MCP, MCDST, MCSA, CNCT, CST, CNST, Apple Certified (ACHDS, ACTC, ACDT, ACPT)
• Dell Certified Technician experience for ordering parts through OEM and replacing parts
• Strong Apple ISO and mobile support with MDM support
• Broad understanding of Mac OS management tools, especially JAMF Product Suite
• Experience with operating system deployment, including SCCM and macOS 10.15 or later
• Must be a team player with strong communication skills and a customer-centered philosophy

Technologies

• Service Now
• Microsoft Office 365
• Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Mac OS
• Windows OS
• Smart Phones
• AV Conferencing Systems
• Printers
• JAMF Product Suite
• SCCM
• macOS 10.15 or later
• MDM Support
• KB articles

Compensation and schedule

• Term: 1+ year
• Location: Los Angeles, CA (onsite)
• Pay: USD 28.00 - 32.00 per hour, commensurate with experience
• Hours: 8am – 5pm

Benefits

• Medical coverage
• State-mandated sick leave
• Other benefits designed to support well-being and work-life balance

Work arrangement

• Work from the office all 5 days a week, with a couple of exceptions