What are the responsibilities and job description for the Help Desk Technician position at ATI Restoration, LLC?
Position Title: Helpdesk Technician I/II
Location: Anaheim, CA (Full on Site to start, then Hybrid)
Department: IT Infrastructure
Reports To: IT Manager
Position Summary
We are seeking a Helpdesk Technician to support end users across our organization. This role will provide Tier 1–2 support for desktop, application, and identity-related issues in a Google Workspace-centric environment. The ideal candidate is customer-focused, technically strong, and comfortable working across a variety of cloud and on-prem technologies.
Key Responsibilities
Location: Anaheim, CA (Full on Site to start, then Hybrid)
Department: IT Infrastructure
Reports To: IT Manager
Position Summary
We are seeking a Helpdesk Technician to support end users across our organization. This role will provide Tier 1–2 support for desktop, application, and identity-related issues in a Google Workspace-centric environment. The ideal candidate is customer-focused, technically strong, and comfortable working across a variety of cloud and on-prem technologies.
Key Responsibilities
- Provide Tier 1–2 technical support for end users (in-person, remote, and via ticketing system)
- Troubleshoot issues related to:
- Windows 10/11 endpoints
- Google Workspace (Gmail, Drive, Calender)
- RemoteApp / RDS environments
- Zoom (Meetings, Phone)
- Okta (SSO, MFA, user provisioning)
- Support endpoint management and patching (PDQ Connect, Dell Command Update, or similar tools)
- Assist with onboarding/offboarding:
- User account creation (AD / Azure AD / Okta)
- Device provisioning and setup (Laptop, Cell Phone, AD account creation)
- Troubleshoot networking basics (VPN, DNS, connectivity issues)
- Maintain documentation and knowledge base articles
- Escalate complex issues to Tier 3 / Infrastructure teams as needed
- Support security best practices (phishing awareness, MFA enforcement, endpoint compliance)
- 2–4 years of Helpdesk / IT Support experience
- Strong knowledge of:
- Windows OS and troubleshooting
- Google Workspace ecosystem
- Active Directory / Azure AD
- Experience with SSO platforms (Okta preferred)
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
- Excellent communication and customer service skills
- Experience with:
- Remote Desktop Services / RemoteApp
- Endpoint management tools (PDQ, etc.)
- Zoom Phone / VoIP systems
- Certifications (nice to have):
- CompTIA A
- Microsoft Fundamentals (MS-900, AZ-900)
- Primarily on-site in Anaheim office with Hybrid once comfortable
- May require occasional after-hours support
- Ticket resolution time and SLA adherence
- User satisfaction scores
- First-call resolution rate
- Documentation quality and contribution
- $26/hr to $32/hr
Salary : $26 - $32