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# IT ServiceDesk engineer (L2/L3)

- **Company:** LEDGENT
- **Location:** Irvine, CA, United States (Remote available)
- **Experience:** Expert
- **Contract:** Contract
- **Skills:** Microsoft Windows, Active Directory, Antivirus Softwares, Apple Mac Systems, BASIC (Programming Language), Configuration Management Databases, Information Systems, Databases, Dynamic Host Configuration Protocol, Domain Name System (DNS), Identity and Access Management, Network Troubleshooting, Networking Basics, Remote Desktop Services, Azure Active Directory, Service Pack, Software Asset Management, Software Vulnerability Management, ServiceNow IT Service Management, Information Technology, Laptops, Servicenow
- **Published:** November 13, 2026
- **Apply:** https://www.dice.com/job-detail/feaec28a-fec0-45f1-8b94-5b91a21d9524

## About the Role

* 5+ years of hands-on experience in an IT support, help desk, or desktop engineering role (associate or bachelor's degree in computer science, Information Systems, or related field preferred)
 * Proficiency with Windows and macOS operating systems, Microsoft 365 administration, and basic TCP/IP networking concepts.
 * Hands-on expertise in troubleshooting end-user devices (laptops, macs, mobile etc.)
 * Familiarity with Active Directory, DHCP/DNS, and remote desktop support utilities.
 * ServiceNow (ITSM platform) experience is required
 * Good knowledge of endpoint security, antivirus, and vulnerability management
 * Ability to setup workspaces - laptops, monitors etc, and ability to lift these IT systems
 * Excellent verbal and written communication skills with an ability to explain technical fixes clearly to non-technical staff.
 * Relevant industry credentials such as CompTIA A+, Network+, Microsoft Certified Professional, or CCNA.

## Description

As an IT Support/ServiceDesk Analyst, you will serve as the primary point of contact for internal end-user technical support, troubleshooting hardware, software, and network issues. The ideal candidate will have strong technical diagnostic capabilities with a customer-first approach, ensuring that all end user technology infrastructure operates efficiently and securely., * Incident Management and user support: Respond to incoming support requests and trouble tickets via phone, email, chat, or in-person with speed and professionalism.

 * Diagnostics & Troubleshooting: Diagnose and resolve software, hardware, peripheral, and basic network connectivity faults.
 * System Provisioning: Image, configure, and deploy new workstations, laptops, and mobile devices for employee onboarding.
 * Access & Identity Management: Manage user account creations, modifications, terminations, and permission settings in Azure Active Directory or Microsoft Entra ID.
 * Maintenance & Patching: Perform routine system updates, security patches, and application upgrades across endpoints.
 * Documentation: Record all troubleshooting steps, asset configurations, and resolutions accurately within the IT ticketing system (ServiceNow)
 * Escalation: Escalate complex or unresolved infrastructure and security issues to senior engineering teams or external vendors following standard protocols.
 * Asset Tracking and Management: Track and upkeep of all hardware and software inventory; maintain CMDB (asset management database) and provide asset reporting.
 * Audio-Visual and Conference Room Technology: Support audio-visual systems and meeting room technologies, including Zoom and Microsoft Teams.