Desktop Support Technician

About the role

The Role At Lucas Horsfall, a Desktop Support Technician delivers hands-on technical support across our growing offices. You will own day-to-day endpoint support, workstation setups, ticket escalation, and user account administration, and partner with Ascend Partner Services platform engineers on infrastructure, cloud, and security initiatives.

Key Responsibilities

• Resolve Tier 1–2 tickets for hardware, software, printing, and connectivity issues through our ITSM platform, escalating complex issues to senior and Ascend platform engineers with clear documentation.
• Laptop provisioning & setup: Provision, image, and deploy Windows 11 laptops with Microsoft Intune; set up workstations end to end, including monitors, docking stations, and peripherals; maintain asset inventory across offices.
• Account & access administration: Handle day-to-day user administration: resolve application sign-in and access issues, password resets, account lockouts, and permission requests so staff can get back to work quickly.
• Virtual desktop: Support user sessions in our Azure Virtual Desktop environment, managed by Azure Active Directory, including profile, performance, and application-access troubleshooting.
• M365 administration: Assist in administering users, groups, and MFA in Microsoft 365 and Entra ID; support Outlook, Teams, SharePoint, and OneDrive.
• Onboarding: Handle new-hire onboarding and offboarding end to end: account provisioning, equipment setup, and first-day support.
• Tax applications: Provide application support for tax and accounting software, including, but not limited to CCH Axcess and Caseware Cloud/DAS, with heightened responsiveness during busy season.
• Network & security: Troubleshoot secure connectivity issues and basic network problems in coordination with Ascend platform engineers.
• Documentation: Build and maintain knowledge-based articles and standard operating procedures; identify recurring issues and recommend fixes.
• Multi-office support: Travel periodically between our California offices for on-site support, moves, and projects.

Required Qualifications

• 2–5 years of IT support, help desk, or desktop support experience (internships count); associate or bachelor's degree in a technical field, or equivalent hands-on experience.
• Solid troubleshooting skills across Windows 11, Microsoft 365, and common business hardware.
• Experience with a ticketing system and a disciplined approach to documentation and follow-through.
• Clear, patient communicator who delivers white-glove service to partners and staff at all levels.
• Ability to travel between offices; valid driver's license.

Preferred Qualifications

• Exposure to Azure Virtual Desktop, Intune, Entra ID, or Nerdio.
• CompTIA A+ / Network+, Microsoft (MS-102, AZ-104), or similar certifications.
• Prior experience supporting a CPA, legal, or professional-services environment.

What We Offer

• As a firm, we offer great benefits, a competitive salary and tuition reimbursement for advanced education.
• Headquartered in Pasadena, CA with offices in Encino and Irvine, Lucas Horsfall is a growing CPA and consulting firm focused on tax, audit, and consulting needs.
• We offer a comprehensive benefits package that supports well-being, health, and ongoing professional growth: Flexible PTO, Excellent Voluntary Insurance Options, 401(k) Matching, Discretionary Bonus, Commitment to Professional Development, and Meaningful work that makes a difference in our clients' lives.

How To Apply

To apply, submit your information in the application section directly below! This will include: Basic contact information, Resume/CV and optional cover letter upload, Work eligibility, credentials, and compensation, Voluntary demographic & self-ID questions.