Help Desk Technician / IT Field Support Technician

The Help Desk Technician will be responsible for frontline user support, basic troubleshooting, onsite support, workstation setup, printer support, Microsoft 365 and Google Workspace user assistance, password resets, mobile device support, phone support, camera app support, and ticket documentation.

This role will work closely with the Senior IT Support Engineer and will escalate more complex issues involving MFA failures, Intune, Entra ID, network infrastructure, camera systems, security concerns, and advanced administration.

Responsibilities

• Respond to support tickets through the ticketing system.
• Provide friendly and professional onsite support to end users.
• Assist users with Outlook, Teams, OneDrive, SharePoint, Microsoft Office, Gmail, Google Drive, browsers, and basic application issues.
• Perform basic password reset and account support tasks using approved procedures.
• Assist users with MFA setup and basic sign-in support, escalating failed or unusual MFA issues to the Senior IT Support Engineer.
• Troubleshoot Windows 10/11 laptops and desktops, including slow computers, frozen systems, application errors, Windows updates, and basic connectivity problems.
• Set up laptops, monitors, docking stations, keyboards, mice, phones, printers, and other peripherals.
• Assist with new user workstation setup, desk moves, hardware swaps, and basic cable management.
• Troubleshoot common printer issues, including offline printers, paper jams, toner replacement, print queues, basic driver issues, and scanner problems.
• Assist with iPhone, iPad, tablet, mobile app, Apple ID, and basic device setup issues.
• Assist with basic phone setup, phone replacement, voicemail checks, and user-reported phone issues.
• Assist users with camera app access and basic camera availability checks.
• Update asset records for computers, printers, mobile devices, phones, peripherals, and other equipment.
• Document all troubleshooting steps, user communication, escalation details, and final resolution in the ticketing system.
• Follow escalation procedures and escalate issues that require senior-level access or advanced troubleshooting.

Do you have a valid Driver's License license?, Do you have experience in Windows?, We are looking for a Help Desk Technician who is dependable, customer-focused, eager to learn, and comfortable working directly with users onsite.

This is a full-time onsite role with standard working hours of Monday through Friday, 9:00 AM to 5:00 PM. All support work will be tracked through a ticketing system, and documentation is an important part of the job., * 1-2 years of help desk, desktop support, field technician, customer-facing IT support, or similar experience.

• Working knowledge of Windows 10/11 and common desktop troubleshooting.
• Basic Microsoft 365 support experience, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Basic Google Workspace support experience, including Gmail, Google Drive, account access, and password reset support.
• Comfortable troubleshooting printers, scanners, print queues, paper jams, toner issues, peripherals, Wi-Fi connectivity, and common user issues.
• Comfortable assisting with workstation setup, laptop setup, monitors, docking stations, phones, printers, and basic cabling.
• Basic familiarity with iPhones, iPads, mobile apps, Apple ID issues, and tablet support.
• Ability to recognize and escalate MFA failures, Intune issues, network outages, firewall/switch/Wi-Fi issues, phishing/security concerns, camera outages, and recurring problems.
• Comfortable using a ticketing system or willing to learn.
• Strong customer service, communication, reliability, and documentation skills.
• Ability to follow written procedures and avoid guessing on security, network, or admin-level issues.
• Valid driver's license and ability to travel to client sites throughout the Los Angeles area.
• Comfortable working onsite in professional office and multi-site client environments. Background check or site clearance may be required.

Preferred Qualifications

• CompTIA A+, Network+, Microsoft MS-900, or similar certification.
• Prior experience working in a help desk, MSP, office, or multi-site support environment.
• Basic understanding of Active Directory, Microsoft Entra ID, MFA, Intune, and remote support tools.
• Experience with printer support, workstation setup, mobile device support, and ticket documentation.

Ideal Candidate

The ideal candidate is reliable, patient, organized, and eager to learn and grow in IT. This person should be comfortable helping non-technical users, documenting incoming tickets, following procedures, and escalating issues appropriately instead of guessing.

$26.12 - $31.46 an hour - Permanent, Temp-to-hire, Full-time

VirtusTek is a fast-growing managed IT services provider supporting small and mid-sized organizations across Los Angeles. We provide hands-on IT support for end users, offices, Microsoft 365, Google Workspace, Windows computers, printers, phones, mobile devices, cameras, and onsite technology.