We’re Hiring: Senior Help Desk Technician | Santa Ana, CAWe’re looking for an experienced Senior Help Desk Technician to serve as a senior technical support resource within our IT team, handling escalated technical issues, mentoring junior technicians, and helping improve the processes and systems that support our employees.This role is ideal for someone with strong hands-on troubleshooting experience across Windows, Microsoft 365, Active Directory, networking, endpoint management, and enterprise security tools. In addition to resolving complex issues, you’ll help strengthen helpdesk operations through documentation, process improvements, root-cause analysis, and knowledge sharing.
Location: Santa Ana, CAPay Range: $39–$42 per hour, depending on experience (DOE)What You’ll Do:Provide advanced technical support for hardware, software, network, workstation, application, and operating system issues escalated from Level 1 Install, configure, and maintain desktops, laptops, mobile devices, and peripherals while ensuring compliance with company security, technology, and lifecycle standards Perform administrative tasks within Active Directory, Microsoft 365, and other enterprise platforms, including account management, permissions, security groups, email configurations, and Group Policy updates Troubleshoot LAN/WAN connectivity, wireless networks, VPNs, DNS/DHCP, and basic firewall-related issues, escalating more complex network issues as appropriate Support endpoint security initiatives, including patching, antivirus management, MFA enrollment, encryption compliance, and vulnerability remediation Help improve helpdesk operations through process design, ticket workflow optimization, escalation standards, and the evaluation or implementation of support tools Identify recurring technical issues, perform root-cause analysis, and recommend system, process, or workflow improvements to reduce repeat incidents Maintain accurate documentation of support requests, troubleshooting activities, system changes, and resolutions while developing knowledge base articles, SOPs, and user-facing guides Collaborate with Level 1 support, IT engineers, and external vendors to support effective escalations and consistent service delivery Mentor Help Desk team members by sharing technical knowledge, guiding troubleshooting approaches, and reinforcing service and support best practices Participate in IT projects, system upgrades, deployments, migrations, and infrastructure, security, and user-experience improvements Travel to remote company locations to provide onsite IT support as needed Perform additional duties and responsibilities as assigned to support departmental needs Work mandatory overtime when business or operational needs require it What Success Looks Like:Escalated technical issues are resolved accurately, efficiently, and with a strong customer-service experience Complex workstation, Microsoft 365, networking, endpoint, and security issues are effectively diagnosed and resolved Recurring problems are identified and addressed through root-cause analysis and process improvements Helpdesk workflows, documentation, escalation standards, and knowledge resources remain organized and current Junior technicians receive effective technical guidance and knowledge sharing Endpoints remain properly configured, maintained, secured, and compliant with company standards IT projects, deployments, upgrades, and user migrations are completed with minimal disruption to business operations Qualifications:B.A./B.S. degree in IT, Computer Science, or related field preferred Minimum 5–7 years of IT-related experience in a corporate environment Experience supporting hybrid or cloud-based environments, including Microsoft Azure, Intune, or other mobile/endpoint management platforms Strong troubleshooting skills across Windows desktop environments, Microsoft 365 services, and common enterprise security tools Hands-on experience with networking basics such as switches, firewalls, wireless controllers, and VPN technologies Background supporting warehouse, distribution, or multi-location operational environments Familiarity with ITIL principles, service management practices, and structured ticket workflows Ability to assist with small infrastructure projects, system deployments, or user migrations Experience writing or maintaining technical documentation, SOPs, or knowledge base articles Demonstrated ability to identify process gaps and recommend improvements to helpdesk operations Advanced certifications such as CompTIA Network+, Security+, Microsoft 365 Administrator, or other relevant technical credentials are preferred Demonstrated ability to work effectively both independently and collaboratively within a team environment Strong commitment to providing exceptional customer service with a professional and solutions-focused approach Excellent written and verbal communication skills, with the ability to explain technical concepts clearly High attention to detail and a strong aptitude for analytical thinking and problem-solving