Level 2 IT Help Desk Technician

Are you a tech-savvy problem solver who loves tackling challenges that go beyond the basics? We're looking for a Level 2 IT Help Desk Technician to join our team and serve as a key escalation resource for complex technical issues. You'll work across a modern, cloud-forward environment - supporting everything from endpoint management to Google Workspace administration and cutting-edge AI tools.

This role also carries a Help Desk Lead component - you'll have the opportunity to take on day-to-day oversight of the help desk, helping the IT Manager stay focused on higher-priority initiatives. It's a great fit for someone who's ready to step into a leadership capacity while staying hands-on with the technical work they love.

If you're someone who takes ownership of tough tickets, leads by example, communicates clearly with non-technical users, and is always looking to level up your skills, we'd love to hear from you.

What You'll Do

Help Desk Lead & Team Oversight

• Act as the day-to-day point of contact for the help desk team, helping prioritize the queue and ensuring tickets are routed and resolved efficiently
• Support and mentor Level 1 technicians, providing guidance on recurring issues, best practices, and professional development
• Serve as the first line of escalation and decision-making when the IT Manager is focused on higher-priority projects
• Assist with onboarding new help desk staff and contributing to training materials and SOPs
• Flag trends, recurring issues, and team capacity concerns to the IT Manager proactively

Advanced Troubleshooting & Escalation Support

• Take ownership of tickets escalated from Level 1, diagnosing and resolving complex hardware, software, and connectivity issues
• Document resolutions and contribute to a growing internal knowledge base
• Drive knowledge base improvements and ensure documentation stays current and useful

Endpoint & Device Management

• Manage and maintain mobile device management (MDM) platforms through Hexnode (JAMF, or Kandji experience a plus)
• Administer Apple Business Manager for device enrollment, app distribution, and Apple ID management
• Support deployment and lifecycle management of macOS, iOS, and Windows endpoints.

Cloud & Productivity Platforms

• Administer and support Google Workspace (Gmail, Drive, Meet, Admin Console, etc.)
• Manage user accounts, permissions, and organizational units within Google Workspace and directory services
• Support and troubleshoot Monday.com for internal teams, including workflow setup and user management

Monitoring & Workforce Analytics

• Utilize Insightful for endpoint monitoring, productivity insights, and reporting
• Assist in interpreting data to support IT and business decision-making

AI Tools & Emerging Technology

• Support end-user adoption and troubleshooting of AI productivity tools including Google Gemini and Claude AI
• Stay current on new AI integrations and help the team maximize their potential

Server, Network & Infrastructure

• Assist with patch management, system monitoring, and infrastructure projects alongside Level 3 / Systems teams

Do you have experience in Team management?, * 2-4 years in an IT support role, with at least 1-2 years at Level 2 or equivalent

• Hands-on experience with MDM platforms (Hexnode, JAMF, Kandji, or similar)
• Demonstrated proficiency with Google Workspace administration
• Familiarity with Apple Business Manager and Apple ecosystem management

Certifications (one or more preferred)

• Google Workspace Administrator Certification
• JAMF Certified Tech (or equivalent MDM certification)
• ITIL Foundation (a plus)

Technical Skills

• Experience with endpoint monitoring tools (Insightful or similar)
• Comfortable supporting AI productivity platforms (Gemini, Claude AI, etc.)
• Proficiency with ticketing systems (ServiceNow, Jira, Zendesk, or similar)

Soft Skills

• Clear, professional communicator - equally comfortable with executives, end users, and junior team members
• Natural leader who can keep the team organized and motivated without losing sight of their own technical workload
• Able to juggle multiple open tickets and team responsibilities without dropping the ball
• Curious, self-directed learner who keeps up with a fast-moving tech landscape

Bonus Points If You Have

• Experience with PowerShell, Bash, or other scripting for automation
• Background in ITSM frameworks or change management

1.51.5 out of 5 stars San Diego, CA 92101 Hybrid work $58,000 - $62,000 a year - Full-time, Pulled from the full job description

• AD&D insurance

• Health insurance

• 401(k) matching

• Paid time off

• Employee discount

• Flexible spending account

• Bereavement leave, Pay Range: $27.88-$29.81 hourly FLSA Status: Non-Exempt, * Compensation: The compensation for this role ranges from $27.88 - $29.81 per hour (equivalent to an annual salary of $58,000 - $62,000 per year). Final compensation is dependent upon the candidate's level of experience, geographic area, and specific qualifications. This is an Hourly (Non-Exempt) position, eligible for overtime pay.

• Work Arrangement: This is a hybrid role with a mix of on-site and remote work within California (San Diego county)

• Time Off & Leave

• 160 Hours of Paid Time Off (PTO)
• 12 Paid Holidays per year (including your birthday and one floating holiday after 1 year of employment)
• 4 Paid Volunteer Hours per Month to support causes you care about
• Bereavement Leave (including Fur Baby Bereavement)

• Health & Wellness

• 90% Employer-paid Employee-Only Medical Benefits
• Flexible Spending Account (FSA)
• Short-Term & Long-Term Disability | AD&D
• Employee Assistance Program (EAP)

• Financial & Professional

• 401(k) with Company Match
• Monthly Stipend
• Opportunities for professional development and internal growth

• Culture & Perks

• Employee Discounts via Great Work Perks and Perks at Work
• Quarterly In-Person Events