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L2 - IT Support Engineer

Zones Los Angeles, CA

Los Angeles, CA

Today

$28 - $32/hr Full time Application Support Av Conferencing Computer Skills

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Job Description

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

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