Help Desk Technician I

Location: 100% on-site at client in Irvine, California, M-F, 8am-5pm

Type: Full-time (Tier 1)

Export Control: U.S. Person REQUIRED (citizen or lawful permanent resident) due to ITAR/EAR

Role Summary

Join our MSP team supporting a fast-moving aerospace engineering company. You'll be the front line for end-user support—triaging tickets, resolving common issues, onboarding/offboarding, building new-hire desks, supporting Microsoft 365 (Office 365), and maintaining Microsoft Teams Rooms. You'll coordinate with third-party software vendors (including CAD/PLM) and escalate to Tier 2/3 when needed. This role is customer-facing, process-driven, and documentation-heavy.

What You'll Do

Frontline Support & Ticketing

• First point of contact via phone/portal/walk-up; create, categorize, and resolve tickets with clear notes and time entries.
• Remote and deskside support for Windows 10/11, printers, and peripherals; basic macOS support.
• Perform root-cause oriented triage; escalate with complete repro steps and logs.

Microsoft 365 / Entra ID (Azure AD)

• Support Outlook/Exchange Online, OneDrive, SharePoint, and Teams.
• Admin tasks: password resets, MFA enrollments, license assignment, mailboxes/shared resources, DGs/M365 groups.

Teams Rooms (A/V)

• Room checks, firmware updates, device registration, cable management, swap-outs.
• Basic troubleshooting through Teams Admin Center and vendor tools.

User On/Offboarding

• Execute checklists: create accounts, assign licenses, enroll in Intune, add to groups, apply baseline policies (BitLocker/Defender).
• Image/configure workstations; domain/Entra join; install standard apps; verify updates and encryption.
• Offboarding: access disablement, equipment collection, data handoff, documentation.

Deskside Setup & Hardware

• Build out new-hire desks (monitors, docks, keyboards, headsets, webcams).
• Labeling/patching; basic network checks (Ethernet/Wi-Fi/VLAN at a high level).

Vendor Coordination

• Open/track cases with software/hardware vendors (e.g., SolidWorks, Siemens, CATIA, ANSYS, Adobe, printer/MFP).
• Gather logs/screenshots; follow runbooks; drive issues to closure.

Security & Compliance Hygiene

• Follow SOPs aligned to CMMC/NIST ; handle CUI appropriately.
• Maintain accurate tickets/asset records as audit evidence; adhere to change/incident processes.

Documentation & Asset Management

• Update KB/how-tos; contribute to SOP improvements.
• Assist with asset intake/tagging, inventory, RMAs.

What You'll Bring

Experience: 1–3 years in Help Desk/Service Desk (MSP experience a plus).

Must-Have Skills

• Microsoft 365 admin basics (Exchange Online, Teams, SharePoint, OneDrive).
• Windows 10/11 support; hardware/peripheral troubleshooting.
• Ticketing systems (Freshservice, Zendesk, Jira Service Management, etc.); solid documentation habits.
• Understanding of MFA and least-privilege principles.

Soft Skills

• Clear communicator, empathetic support mindset, strong ownership.
• Follows checklists/SOPs; thrives in a compliance-oriented environment.
• Excellent time management in a fast-paced, ticket-driven setting.

Nice to Have

• Entra ID (Azure AD) & Intune (enrollment, compliance, app deployments).
• Teams Rooms deployment/support; familiarity with Teams Admin Center.
• BitLocker, Defender, LAPS; basic PowerShell for routine tasks.
• Exposure to CAD/engineering apps or PLM/PDM environments.
• CompTIA A+/Network+, ITIL-F, MS-900/MS-102, or similar.

Work Environment & Requirements

• 100% on-site in Irvine, CA; occasional visits to nearby offices/labs.
• Ability to lift/move ~40 lbs (PCs, monitors, A/V gear).
• Background check required.
• Will participate in after-hours/on-call rotation for critical incidents.
• Valid driver's license
• Reliable transportation to drive to client locations and pick up hardware from local vendors

Why This Role

• Work at the intersection of cutting-edge aerospace and practical IT.
• Learn modern MSP tooling and grow toward Tier 2/3 engineering.
• Collaborative team that values mentorship, documentation, and continuous improvement.

What Do We Offer?

Tek Tools offers competitive compensation packages including paid time off. But wait, there's more: we don't wear suits and ties Come as you are because jeans, t-shirts, sneakers will be your daily outfit.

Tek Tools is committed to a diverse and inclusive workplace. Tek Tools does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Short posting blurb:

"We're hiring a full-time, on-site Tier 1 Help Desk Tech in Irvine to support an aerospace engineering client. U.S. Person required. If you love solving problems, documenting the fix, and keeping Teams Rooms and Microsoft 365 humming, we'd love to meet you."

Job Type: Full-time

Pay: $ $35.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Paid time off
• Professional development assistance

Education:

• Bachelor's (Preferred)

Experience:

• IT support: 1 year (Required)
• Troubleshooting: 1 year (Required)
• Windows: 1 year (Required)

Language:

• English (Required)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Irvine, CA Required)

Willingness to travel:

• 25% (Preferred)

Work Location: In person