Tech Support Engineer; IT

DMF Lighting is a fast-growing leader in the lighting industry, always hard at work engineering what comes next. We have an exciting opportunity in our IT department for a Tech Support Engineer.

• Pay range is $70,000 to $95,000 annually (based on skills/knowledge/experience)
• Location:
  
  onsite in Carson, CA

The Tech Support Engineer is the frontline point of contact for end-user technology support across the organization, serving 250+ employees across US, Taiwan, and offshore contractor locations. This role owns day-to-day helpdesk operations, device provisioning, and onboarding/offboarding, ensuring employees have reliable, secure access to the tools they need. The role works closely with the Senior Systems Administrator and Network/Security Administrator to elevate complex infrastructure and security issues while maintaining ownership of Tier 1–2 support end‑to‑end.

• Serve as first point of contact for all IT support requests (phone, ticketing system, walk-up); triage and resolve Tier 1–2 issues across hardware, software, network connectivity, and account access
• Manage and prioritize the support ticket queue, meeting defined SLA targets for response and resolution
• Escalate Tier 3 issues (infrastructure, security, network) to the Senior Systems Administrator or Network/Security Administrator with clear documentation
• Provide remote support to Taiwan-based employees and India-based offshore contractors, coordinating across time zones

• Provision and deploy Windows and macOS devices using Microsoft Intune and Autopilot/Apple Business Manager workflows
• Manage new-hire onboarding: account creation in Azure AD/Entra, device setup, application access, and orientation to IT systems
• Manage offboarding: timely deprovisioning of accounts, device retrieval/wipe, and access revocation
• Maintain accurate device and asset inventory records
• Monitor Intune compliance dashboards for policy violations, patch status, and device health; remediate flagged endpoints
• Assist with rollout and validation of OS and application patches across the Windows and Mac fleet
• Support endpoint security hygiene (encryption status, antivirus/EDR agent health, compliance policy adherence)

• Provision and troubleshoot VPN access for remote employees and offshore contractors
• Support connectivity issues for distributed users, coordinating with the Network Administrator on persistent or site-level issues

• Maintain up-to-date support documentation, knowledge base articles, and standard operating procedures
• Identify recurring issues and propose process or tooling improvements to reduce ticket volume
• Support IT asset lifecycle processes (procurement coordination, warranty tracking, disposal)

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent practical experience

• 2–4 years in a helpdesk, desktop support, or IT support role, ideally in an organization of 150+ employees
• Experience supporting a mixed Windows/Mac environment
• Experience with new-hire onboarding/offboarding processes and asset management
• Prior experience supporting remote or distributed teams (multi‑site or international) strongly

preferred

• Proficiency with Microsoft Intune for device management, compliance policies, and application deployment
• Working knowledge of Azure AD/Entra  (user/group management, access provisioning)
• Familiarity with macOS management (Apple Business Manager, Jamf, or similar) in addition to Windows
• Experience with ticketing systems (e.g., Freshdesk, Service Now, Jira Service Management)
• Basic understanding of VPN technologies and remote access troubleshooting
• Familiarity with M365 administration (Exchange, Teams, SharePoint at a user‑support level)

Strong troubleshooting methodology and customer service orientation