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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Sr. IT Help Desk Technician - **Company:** Golden, LLC - **Location:** Los Angeles, CA, United States - **Experience:** Expert - **Salary:** $66,602.0 - $88,795.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Android Software Development, Macintosh Computers, Apple IOS, Apple Mac Systems, Audio Video Distribution, Microsoft Azure, VoIP, Software as a Service, Computer Maintenance, Dynamic Host Configuration Protocol, Domain Name System (DNS), Firmware, Identity and Access Management, Information Technology Operations, Virtual Private Networks (VPN), Python (Programming Language), Netsuite, Network Architecture, Network Installation Services, Network Monitoring, Windows PowerShell, Productivity Software, Remote File Sharing, Zero Trust Network Access, Remote Infrastructure Management, Runbook, Salesforce.Com, Security Information and Event Management, Software Systems, Virtual Local Area Networks, Wireless Access Point, Scripting, Computer Networking Systems, Enterprise Software Applications, Microsoft InTune, Web Filtering, Information Technology, Performance Monitor, Casper Suite, Gsuite, 3-tier Architectures, Firewall Services Module - **Published:** May 23, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=68694271571b5a82 ## About the Role Do you have experience in macOS administration?, Do you have a High school diploma or GED?, High school diploma or GED equivalent * Preferred Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience) * Required Experience: + 5+ years of progressive helpdesk or desktop technical support experience, preferably in a large corporate environment + Proven experience as a senior or escalation-point technician (Tier 2 or above) + Expert-level proficiency with Mac, Windows, iOS, and Android devices + Hands-on experience administering cloud platforms (Google Workspace, Microsoft 365, Azure / Entra ID) + Strong understanding of networking (wireless, VLANs, VPN/ZTNA, DNS, DHCP, printing, file sharing, VoIP) + Hands-on experience administering Cisco Meraki networks (MX, MS, MR) or equivalent enterprise networking equipment + Experience with endpoint management / MDM (Intune, Jamf, Kandji, or similar) + Demonstrated ability to mentor or train junior technicians + Experience driving small to mid-size IT projects from start to finish * Preferred Experience: + Meraki Solution Specialist (CMSS) or other Cisco networking certification + Experience supporting multi-site office network deployments + Active Directory and Entra ID administration + Distribution center operations and multi-site corporate environments + Azure / Entra admin and Intune deployment experience + Experience supporting NetSuite, Salesforce, or similar enterprise applications + Scripting experience (PowerShell, Python, or shell) for automation + Familiarity with ITIL or similar service management frameworks + Experience with security tooling (EDR, SIEM, identity protection) * Preferred Licensure/Certification: CompTIA A+, Network+, or Security+; Microsoft 365 / Azure certifications; Google Workspace Administrator; Apple Certified Support Professional (ACSP) ## Description What You'll Be Doing: The Sr. IT Help Desk Technician serves as a senior technical resource and escalation point for the IT Help Desk team, providing advanced support to resolve complex hardware, software, network, and systems issues. This role takes ownership of higher-complexity tickets, mentors junior technicians, drives process improvements, and partners with infrastructure and engineering teams on cross-functional initiatives. The Sr. Technician is expected to operate with significant autonomy, exercise sound technical judgment, and deliver exceptional customer service while strengthening the overall support function. * Serve as a Tier 2 escalation point for complex hardware, software, network, identity, and systems issues that cannot be resolved at Tier 1. * Take ownership of high-impact and high-visibility tickets, driving them to resolution and communicating status to stakeholders. * Mentor and coach junior Help Desk Technicians; provide technical guidance, shadow tickets, and contribute to onboarding new team members. * Lead and contribute to IT projects, including hardware refreshes, software rollouts, M365/Google Workspace administration, and security tooling deployments. * Maintain expert-level proficiency with Windows, macOS, iOS, and Android, including imaging, MDM enrollment, and remote management tooling. * Administer cloud and SaaS platforms such as Microsoft 365, Google Workspace, Azure / Entra ID, Intune, and identity/access management tools. * Own day-to-day administration and troubleshooting of Cisco Meraki office network infrastructure, including MX security appliances, MS switches, and MR wireless access points across all corporate sites. * Configure and maintain Meraki VLANs, SSIDs, content filtering, traffic shaping, group policies, and firewall rules to support business and security requirements. * Monitor network health via Meraki Dashboard; investigate alerts, performance issues, and outages, and drive resolution end-to-end. * Maintain wired and wireless office connectivity, including switch port configuration, PoE devices, structured cabling coordination, and access point placement/coverage. * Support VPN, ZTNA (e.g., Microsoft Global Secure Access), VoIP, DNS/DHCP, printing, and other core network services in partnership with the infrastructure team. * Coordinate office network changes - site additions, cutovers, firmware upgrades, and ISP transitions - with appropriate communication, change management, and validation. * Provide remote support to other offices and remote employees, ensuring seamless IT operations across all locations. * Manage new hire onboarding and termination workflows, including provisioning, account creation, equipment configuration, and access reviews. * Identify recurring issues and root causes; design, document, and implement permanent fixes and process improvements. * Author and maintain technical documentation, runbooks, and knowledge base articles to elevate the team's capability. * Proactively manage planned changes and upgrades; coordinate communication, scheduling, and verification with impacted users. * Provide technical support for conference rooms, collaborative workspaces, and audiovisual systems. * Evaluate and recommend hardware and software solutions, including new product acquisitions and lifecycle upgrades. * Partner with security, infrastructure, and applications teams on initiatives that span beyond the Help Desk. * Monitor ticket queue health, identify trends, and contribute to KPIs/SLAs for the team. Qualifications (Note: We strongly encourage you to apply even if you don't tick ALL of these boxes.): * Advanced Technical Support: Provide expert-level technical support across endpoints, identity, productivity tools, and core IT services. * Complex Troubleshooting: Diagnose and resolve multi-system issues spanning endpoint, network, identity, and SaaS layers; identify root cause and durable fixes. * Project Execution: Plan, execute, and close out IT projects with minimal supervision; communicate progress and outcomes to stakeholders. * Mentorship & Knowledge Transfer: Coach junior technicians, lead training sessions, and elevate the technical capability of the team. * Documentation: Produce clear, accurate technical documentation, runbooks, and knowledge base articles. * Escalation & Collaboration: Recognize when to escalate, work effectively with Tier 3 / engineering teams, and contribute relevant context to expedite resolution. * System Administration: Administer identity, endpoint management, and SaaS platforms with attention to security and compliance. * Hardware Maintenance: Perform advanced hardware diagnostics, component replacement, and lifecycle management. * Proactive Monitoring: Monitor systems and ticket trends to identify and address emerging problems before they impact users. * Compliance & Security: Adhere to IT policies, procedures, and security guidelines (including PCI, SOC 2, and similar frameworks where applicable); model good security hygiene. * Customer Service: Deliver professional, empathetic, and responsive service; set the standard for the team. * Communication: Communicate technical concepts clearly to non-technical users and concisely to technical peers; strong written and verbal skills. * Ownership & Judgment: Operate with minimal supervision; exercise sound judgment on priority, escalation, and risk. ## Related Videos - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Technical Documentation - How Can I Write Them Better and Why Should I Care?](https://www.wearedevelopers.com/videos/681-technical-documentation-how-can-i-write-them-better-and-why-should-i-care) - [Why Your Best Mediors Never Become Seniors (And How to Fix It)](https://www.wearedevelopers.com/videos/2108-why-your-best-mediors-never-become-seniors-and-how-to-fix-it) - [Bridging AI and Nomad: a Go-based MCP Server for Cluster Control](https://www.wearedevelopers.com/videos/2063-bridging-ai-and-nomad-a-go-based-mcp-server-for-cluster-control) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany)