L1/L2 IT Service Desk Technician
Job in
Los Angeles, Los Angeles County, California, 90079, USA
Listed on 2026-08-30
Listing for:
Red Cup IT, Inc.
Full Time
position Listed on 2026-08-30
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
Level 1 & 2 IT Support Technician
We are seeking a Level 1 & 2 IT Support Technician to maintain the health of our hardware, software, and network infrastructure. You will serve as the first and second line of defense for technical issues — resolving what you can at first contact, digging deeper on escalated problems, and minimizing downtime through rapid incident response.
Key Responsibilities1. Tiered Troubleshooting & Technical Support
This is the "bread and butter" of the role.
Level 1 (First Contact):
- Serving as the first point of contact for all incoming issues via ticket, phone, chat, or walk-up.
- Resolving common issues at first touch: password resets, account lockouts, printer problems, basic software errors, and connectivity drops.
- Accurately logging, categorizing, and prioritizing tickets in the ticketing system (Jira, HaloPSA, or similar).
Level 2 (Escalated Support):
- Diagnosing and resolving escalated issues: software glitches, hardware malfunctions, and "ghost in the machine" bugs that L1 couldn't close.
- Performing root cause analysis on recurring incidents.
- Escalating to senior engineers (L3) with clear documentation of troubleshooting steps already taken.
- Provisioning: Setting up new laptops, workstations, and mobile devices for employees, including imaging and MDM enrollment.
- Installation: Deploying OS updates (Windows, macOS, Linux) and enterprise software suites.
- Maintenance: Performing hardware repairs or coordinating with vendors for warranty replacements.
Responsible for the "last mile" of connectivity:
- Ensuring devices can connect to local Wi-Fi, Ethernet, and VPN.
- Basic troubleshooting of routers, switches, and access points; escalating complex network issues to senior engineers.
- Managing peripherals such as network printers, VOIP phones, and video conferencing equipment.
- Identity Management: Creating, modifying, and offboarding user accounts via Active Directory or Okta.
- Security Compliance: Ensuring all devices have updated endpoint protection, disk encryption, and multi-factor authentication (MFA) enabled.
- Data Recovery: Assisting users with file backups and recovering lost data.
A great technician doesn't just fix a problem; they make sure it's easier to fix next time.
- Writing and updating Standard Operating Procedures (SOPs) and knowledge base articles for the internal IT team.
- Creating "How-to" guides for non-technical staff to promote self-service and reduce repeat tickets.
- Operating Systems:
Windows 10/11, macOS, Windows Server, Linux (Ubuntu/CentOS) - Cloud/SaaS:
Microsoft 365, Google Workspace, AWS, Azure - Ticketing & Remote Tools:
Jira, HaloPSA, remote desktop/RMM tools - Soft Skills:
Patience, active listening, and the ability to explain complex tech in "plain English" - Certifications:
CompTIA A+, Network+, Microsoft 365 Certified, or ITIL Foundation (preferred)
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