Help Desk Technician

Leapros is a trusted workforce solutions partner, offering customized recruitment and interim staffing solutions, as well as innovative resources designed to empower employers and professionals to accomplish their hiring and career objectives. Operating on a national platform, our areas of concentration include finance and accounting, information technology and engineering, human resources and administration, sales and marketing, supply chain and operations. Whether you are a talented professional or a company looking for a talented professional, we welcome you to take a leap with us!

Leapros has been engaged by a distribution company in the Simi Valley, CA area to fill a Help Desk Technician role. This position is temporary and is expected to be 2-3 months. Candidates are expected to clear a 7-year criminal background check prior to starting.

Help Desk Technician

We are seeking a skilled Level II Help Desk Technician to provide advanced technical support to our users. This role serves as an escalation point for complex technical issues and requires a solid foundation in troubleshooting hardware, software, and network connectivity problems. The ideal candidate will have 2-4 years of help desk experience, strong problem-solving abilities, and excellent customer service skills.

This is a part-time opportunity.

• Technical Support & Troubleshooting:
  • Provide timely resolution of escalated technical issues from Level I support
  • Troubleshoot and resolve complex hardware, software, and network connectivity issues
  • Support Windows 10/11 desktops, laptops, mobile devices, and peripherals
  • Diagnose and resolve Microsoft 365 application issues including Outlook, Teams, One Drive, and Share Point
  • Troubleshoot (file and label) printer issues, network connectivity problems, and VPN access
  • Support mobile device management (MDM) and assist with device enrollment and configuration
  • Perform remote support using remote desktop tools and screen sharing applications
• User Account & Access Management:
  • Create, modify, and disable user accounts in Active Directory and Azure AD
  • Reset passwords and manage multi-factor authentication (MFA) issues
  • Configure and troubleshoot email accounts and distribution lists
  • Manage user access to applications, network shares, and resources
  • Assist with onboarding and offboarding processes
• System Administration & Maintenance:
  • Image and deploy workstations using deployment tools
  • Install, configure, and update software applications
  • Perform system updates, patches, and security fixes
  • Maintain hardware and software inventory
  • Monitor and maintain backup systems for end-user devices
  • Assist with software license management and compliance
• Documentation & Communication:
  • Document all support activities, solutions, and procedures in the ticketing system
  • Create and maintain knowledge base articles for common issues and solutions
  • Escalate unresolved issues to Level III support or specialized teams with detailed documentation
  • Communicate technical information clearly to both technical and non-technical users
  • Provide status updates to users and management on outstanding issues
• Process Improvement & Training:
  • Identify recurring issues and recommend solutions to prevent future occurrences
  • Assist in the development and improvement of help desk processes and procedures
  • Provide guidance and mentorship to Level I help desk technicians
  • Participate in training sessions to stay current with new technologies and tools
  • Contribute to help desk metrics and performance improvement initiatives

• 2-4 years of experience in a help desk or technical support role
• High school diploma or equivalent required;
  Associate’s or Bachelor’s degree in Information Technology or related field preferred
• Experience supporting Windows operating systems and Microsoft 365 environment
• Proven track record of successfully resolving complex technical issues

• Strong knowledge of Windows 10/11 operating systems
• Proficiency with Microsoft 365 applications (Outlook, Teams, One Drive, SharePoint, etc.)
• Understanding of Active Directory and Azure AD user management
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience with remote support tools (Team Viewer, Remote Desktop, etc.)
• Familiarity with ticketing systems (Service Now, Jira Service Desk, Zendesk, etc.)
• Basic understanding of mobile device management (Intune, Air Watch, etc.)
• Knowledge of endpoint security software and antivirus solutions
• Experience with imaging and deployment tools

• CompTIA A , Network , or similar certifications
• Microsoft certifications (MD-102, MS-900, etc.)
• ITIL Foundation certification
• Experience with Mac OS support
• Knowledge of scripting (Power Shell, batch files)
• Experience in a multi-client or managed service provider (MSP) environment
• Familiarity with SCCM, Intune, or other endpoint management platforms
• Experience with VoIP phone systems