Service Desk Technician II - Simi Valley

Customer Service Technician

We are seeking a customer-focused and technically skilled Customer Service Technician to provide frontline and advanced technical support to internal users in a fast-paced environment. This role is responsible for troubleshooting hardware, software, access, and network connectivity issues while delivering exceptional customer service and ensuring timely resolution of support requests. The ideal candidate will have experience supporting Microsoft, macOS, and Linux environments, managing user accounts and permissions, resolving endpoint and connectivity issues, and supporting a high-volume ticket queue.

This individual will work closely with cross-functional teams to maintain operational efficiency, improve support processes, and contribute to a positive end-user experience.

Day-to-Day Responsibilities

• Provide technical support for hardware, software, account access, VPN, and connectivity issues via phone, email, and in-person support.
• Manage and resolve support tickets while meeting established SLA expectations.
• Troubleshoot Windows operating systems, Microsoft 365 applications, Active Directory, and end-user devices.
• Install, configure, image, and deploy desktops, laptops, peripherals, and software applications.
• Document incidents, resolutions, and troubleshooting steps within the ticketing system.
• Escalate complex issues to higher-level support teams when necessary.
• Contribute to knowledge base documentation and identify opportunities for process improvement.
• Support asset management, device tracking, and inventory activities.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support for Windows, macOS, and Linux endpoints.
• Troubleshoot hardware, software, application, network, and access-related issues.
• Manage support requests through the complete ticket lifecycle, ensuring timely resolution while meeting established SLAs.
• Support user account administration including password resets, account provisioning/deprovisioning, Active Directory management, permissions, and access requests.
• Troubleshoot login, authentication, MFA, VPN, and remote access issues.
• Deploy, configure, image, and maintain desktops, laptops, and peripheral equipment.
• Administer software installations, updates, licensing, and application support.
• Maintain accurate documentation of incidents, resolutions, procedures, and knowledge base articles.
• Collaborate with IT, engineering, operations, and business teams to resolve complex technical issues.
• Assist with device inventory tracking, asset management, and lifecycle planning.
• Identify recurring issues and contribute to continuous process improvement initiatives.
• Support conference room technology, AV systems, and other end-user technologies as needed.