Help Desk Support Specialist I

This is a Full-time onsite position located in San Diego, CA. 

Job Summary:  Provides Level 1 technical support independently and as a member of a cross-functional IT team. Supports and maintains enterprise end-user technology across on-premises and cloud environments, including endpoint hardware, operating systems, Microsoft 365 services, identity and access, mobile devices, business applications, and remote/field users. 

Essential Duties and Responsibilities:

• Perform hardware and software deployment, upgrades, troubleshooting, repairs, and maintenance for Windows PCs, Apple Mac computers, laptops, monitors, printers, and other supported peripherals.
• Provide remote management and support for enterprise endpoints, including remote assistance, patching, software distribution, device inventory, and basic compliance or management-status checks.
• Asset tag, label, configure and install all new desktop computers including personal computers, Macs, laptops, monitors, and printers.
• Create, maintain, and deploy standard workstation images and software packages when required; familiarity with Windows Autopilot and modern provisioning workflows is a plus.
• Assist in creation of network diagrams and installation of cable runs.
• Monitor the effectiveness of deployed technologies, gather end-user feedback, identify recurring issues, and recommend improvements or escalation when appropriate.
• Provide support for business and production applications as well as Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, and standard productivity applications.
• Perform basic Microsoft 365 and Microsoft Entra ID administration and troubleshooting, including user account status, password and lockout issues, MFA, Conditional Access-related sign-in issues, and basic review of authentication/sign-in logs before escalation.
• Provide initial security triage by recognizing potential phishing, Business Email Compromise (BEC), suspicious Outlook forwarding or inbox rules, and endpoint security alerts.
• Use approved PowerShell commands and remediation scripts for basic troubleshooting and support tasks, including authentication, synchronization, device, and connectivity issues.
• Document resolved issues, troubleshooting procedures, and repeatable fixes in clear knowledge base articles so solutions can be reused by the support team and incorporated into future AI-assisted support and knowledge platforms.

Minimum Qualifications:

• Familiar with troubleshooting and configuration in Windows and macOS environments, with working knowledge of Microsoft 365, Microsoft Entra ID, endpoint management, and support for mobile devices.
• Person should have the ability to lift heavy computer equipment such as computers, and printers, sometimes weighing up to about 90lbs.
• Microsoft or other relevant IT support, Microsoft 365, endpoint management, or security certifications are highly desired.
• Familiarity with Active Directory, Group Policy, Windows Registry, Windows Management Instrumentation (WMI), and basic PowerShell or approved scripting tools; familiarity with Microsoft Intune and Microsoft Entra ID is highly desired.
• Ability to troubleshoot common Microsoft 365 sign-in, MFA, Outlook, Teams, OneDrive, SharePoint, Intune, and remote-endpoint issues; recognize common security concerns; follow documented escalation procedures; and create clear, reusable technical documentation.

Education And/or Experience: 

• Education: Associate degree (A.A.) or equivalent from a two-year college or technical school, with 2 to 3 years of experience troubleshooting and repairing personal computers and printers, or an equivalent combination of education and experience.
• Experience: Minimum 12 months of experience troubleshooting cabling in a network environment and familiarity with tools such as cable testers, punch-down tools, cable crimpers, and cable toners. Experience supporting Microsoft 365, remote users, mobile devices, or managed endpoints is strongly preferred.