HELP DESK - Tier II - IT Technician

Job Description Job Description Company Overview Advanced Business Innovations (ABI) is a dynamic and fast-growing Information Technology Managed Service Provider based in Canoga Park, CA. For over 25 years, we have been providing top-notch computing and telecommunications solutions to small and mid-size businesses across Los Angeles County. Our commitment to delivering high-quality solutions and exceptional customer service has been the driving force behind our continued success. Help Desk - Tier II IT Technician About the Role Do you love solving technical puzzles, helping users get back on track, and staying hands-on with a variety of systems and environments? We’re looking for a Tier 2 Help Desk Technician to join our energetic and growing MSP team. In this role, you’ll handle escalated tickets, work closely with clients, and troubleshoot everything from Microsoft 365 issues to network problems. Most of your work will be remote from our main office, but you’ll also have the chance to roll up your sleeves on-site for more complex fixes or installations. This is a dynamic, client-facing role where no two days are quite the same—perfect for someone who thrives on variety, problem-solving, and making a meaningful impact for clients. What You’ll Do · Tackle escalated Tier 2 service tickets that require deeper troubleshooting beyond Tier 1. · Provide remote support to clients using RMM platforms and ticketing systems. · Resolve issues across Windows and Mac desktops, servers, Microsoft 365, VPNs, printers , and basic network setups. · Visit client sites when needed for hardware installs, escalated issues, or network troubleshooting. · Explain solutions clearly and patiently to users—no tech jargon walls here! · Monitor alerts, system events, and service queues to stay ahead of issues and meet SLAs. · Document every step of your work in our PSA/ticketing system with clear, detailed notes. · Collaborate with Tier 1 and Tier 3 teams to drive resolution and share knowledge. · Help maintain up-to-date records for client systems, configurations, and access credentials (within policy). · Assist with user onboarding, offboarding, and account changes across client environments. · Participate in team huddles, trainings, and knowledge-sharing sessions. · Participate in a weekly on-call rotation (starting after 90 days). What You Bring · 2 years of technical support or help desk experience, ideally in an MSP or multi-client setting. · Strong knowledge of Windows 10/11, MacOS, Microsoft 365, Active Directory, DNS/DHCP, and remote access tools. · Familiarity with ticketing systems (like ConnectWise, Autotask ) and RMM tools (like Automate, NinjaOne, Kaseya, N-able ). · Strong troubleshooting abilities across desktops, networks, and cloud services. · Excellent written and verbal communication—you’re as good with people as you are with machines. · Ability to juggle priorities and manage time effectively in a busy, ticket-driven environment. · Valid driver’s license and reliable transportation for occasional on-site visits. · Comfortable lifting and moving computer equipment when needed. Bonus Points · CompTIA A, Network, or Microsoft certifications (MCP, M365 Fundamentals, etc.). · Experience with firewalls (FortiNet, Meraki, SonicWall, Ubiquiti, WatchGuard) or networking basics. · Exposure to virtualization platforms ( Hyper-V, VMware ) and backup systems. · Familiarity with mobile device management ( MDM ) tools like Intune. Why Work With Us? We’re a close-knit team that supports small to mid-size businesses across SoCal and beyond. You won’t get lost in a massive corporate IT department or stuck doing the same thing every day. You’ll have real ownership, a variety of projects, and the chance to stretch your skills every day. We work hard, move fast, and enjoy a healthy mix of technical challenges and client interaction. If you’re looking to grow in IT—and actually enjoy the ride—this is the place for you. — you’ll feel right at home here . ​​​​​​ Benefits After the probationary period, we offer the following benefits: Health insurance and dental/vision coverage. 401K retirement plan. Company-paid holidays. Mileage reimbursement for vehicle usage during the workday at the current Federal mandated rate. Note: This is a local position only, and we do not offer a relocation program. If you are passionate about IT and possess the skills and experience, we are seeking, we encourage you to apply! Join our friendly and innovative team at Advanced Business Innovations and become a part of shaping the future of our company. To apply, please submit your resume and cover letter, detailing your relevant experience and how you can contribute to our success. How to Apply Please submit your resume and cover letter to resumes@abinnovations.com. Applications will be reviewed, and qualified candidates will be contacted for a phone screening. Advanced Business Innovations is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Company Description Advanced Business Innovations (ABI) is an MSP located in Canoga Park, CA. ABI provides computing and telecommunications solutions to small and mid-size businesses throughout Los Angeles County. Over the past 25 years, the company has achieved strong revenue growth and profitability due to its commitment to providing customers with high-quality solutions and industry-best customer service. Company Description Advanced Business Innovations (ABI) is an MSP located in Canoga Park, CA. ABI provides computing and telecommunications solutions to small and mid-size businesses throughout Los Angeles County. Over the past 25 years, the company has achieved strong revenue growth and profitability due to its commitment to providing customers with high-quality solutions and industry-best customer service.

Location: Thousand Oaks, CA, US

Posted Date: 6/1/2025