Help Desk Technician – Tier 2
Location: Valencia, CA (Onsite)

We are seeking a Tier 2 Help Desk Technician to join our team supporting a Government IT Contractor. In this role, you'll serve as the escalation point for Tier 1 technicians, handling more complex technical issues and ensuring timely and efficient resolution of user problems. You’ll work closely with onsite teams and third-party engineers, maintaining business-critical systems, performing deeper troubleshooting, and ensuring optimal user support across the environment.

Responsibilities:
Act as a point of contact for technical issues
Provide hands-on troubleshooting and support for desktops, laptops, printers, mobile devices, and other hardware (with a focus on Dell systems)
Manage user access, accounts, and permissions using Active Directory
Troubleshoot and maintain Windows operating systems and Windows Server environments
Diagnose and resolve issues related to networking, including connectivity, DNS, DHCP, and server-client communication
Support specialized applications such as Data Workplace and Viewpoint Accounting Software
Document issues, solutions, and system changes within the ticketing system
Collaborate with 3rd-party engineers on escalated infrastructure-level issues
Participate in user onboarding/offboarding and workstation setups
Recommend process improvements and assist in creating user documentation

Qualifications:
Associate degree in IT or related field preferred; equivalent experience considered
5+ years experience in a Help Desk or IT Support role
Strong understanding of Windows OS, Windows Server, and network fundamentals
Familiarity with Active Directory, DNS/DHCP, and group policy management
Experience with Dell hardware support and diagnostics
Exposure to or experience with Viewpoint or Data Workplace software preferred
Ability to work independently, prioritize tasks, and handle multiple requests in a fast-paced environment
Excellent verbal and written communication skills
IT certifications such as CompTIA A+, Network+, Microsoft Certified credentials are a plus

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.