Level 2 IT Help Desk Technician

About the role

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.

Responsibilities

• 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
  • Serve and mentor Level 1 technicians, providing guidance on recurring issues, best practices, and professional development
  • Support and mentor Level 1 technicians, providing guidance on recurring issues, best practices, and professional development
  • Take on day-to-day oversight of the help desk, helping the IT Manager stay focused on higher-priority initiatives
  • Aid in 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
  • Aid 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

Requirements

• Experience 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
• Technical Skills: Experience with endpoint monitoring tools (Insightful or similar), comfort 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
• If You Have a Background in ITSM frameworks or change management

Benefits

• 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.
• 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&DEmployee 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