IT Help Desk

Marina Landscape Inc is seeking an IT Help Desk Technician to provide responsive, hands-on technical support to employees across multiple company locations. This position will troubleshoot hardware, software, network, mobile device, and Microsoft 365 issues while helping ensure employees have the technology and support they need to work effectively.

The ideal candidate is customer-service oriented, organized, technically capable, and comfortable taking ownership of support requests from initial contact through resolution.

Key Responsibilities

• Provide first-level technical support for computers, hardware, software, printers, mobile devices, network peripherals, and other company technology.
• Monitor and respond to IT support tickets through Syncro RMM, prioritizing requests based on urgency and business needs.
• Take ownership of support tickets from initial request through resolution, including documentation, communication, and follow-up.
• Install, configure, test, maintain, and troubleshoot computers, workstations, peripherals, and software.
• Support employees at the Eckhoff headquarters and provide remote assistance to other MLI locations, including Lathrop, Tecate, Lake Elsinore, and Vietnam.
• Assist with employee onboarding and offboarding, including Active Directory and Microsoft 365 account provisioning and deprovisioning.
• Support laptops, smartphones, iPads, and other mobile devices managed through MaaS360.
• Maintain accurate IT equipment, software, and licensing inventory.
• Assist with patch management and monitor workstation and server patch compliance using Syncro.
• Support endpoint and email security tools, including Coro, and escalate suspected security issues according to company procedures.
• Provide front-line support for Microsoft 365 Copilot and other approved company AI tools.
• Troubleshoot LAN, server, and connectivity issues and escalate complex problems when necessary.
• Monitor server disk capacity and use remote support tools to resolve issues whenever possible.
• Create and maintain IT procedures, training materials, knowledge-base articles, and internal documentation.
• Order computers, phones, software, and other IT-related equipment as directed.
• Provide professional, courteous, and timely service to employees and other users.

Qualifications

• Minimum of 2 years of professional IT help desk or technical support experience, or an equivalent combination of education and experience.
• Working knowledge of computer hardware, software, peripherals, networks, servers, and mobile devices.
• Bilingual English/Spanish skills are preferred
• Experience supporting Microsoft-based environments is strongly preferred.
• Familiarity with Microsoft 365, Active Directory, remote monitoring/support tools, and mobile device management is preferred.
• Strong troubleshooting and problem-solving skills.
• Ability to prioritize multiple support requests and follow issues through to completion.
• Strong documentation, organization, and time-management skills.
• Excellent customer service and interpersonal communication skills.
• Ability to communicate effectively in English.
• Certifications such as CompTIA A+ or Microsoft Fundamentals are preferred but not required.

Physical Requirements

The position requires the ability to work at a computer for extended periods and perform hands-on installation and troubleshooting of IT equipment. Duties may include standing, walking, bending, kneeling, crouching, working under desks or in confined spaces, and lifting and carrying equipment weighing up to 50 pounds. Reasonable accommodations may be provided to qualified individuals with disabilities.

Additional Requirements

• Valid California Class C driver's license required and must be maintained throughout employment.
• Occasional travel to other MLI locations.
• Candidates may be subject to a pre-employment background investigation and/or drug screening in accordance with applicable requirements.
• Successful candidates must complete required confidentiality, non-disclosure, and non-solicitation documentation before beginning employment.
• This position includes a three-month introductory period.

What We’re Looking For

We’re looking for someone who enjoys solving problems and helping people. You should be comfortable working independently, know when to escalate an issue, and communicate clearly with employees who have different levels of technical knowledge. Just as importantly, you should be dependable, approachable, and committed to providing excellent internal customer service.

Ready to apply?
If you have hands-on IT support experience and enjoy troubleshooting technology while providing excellent customer service, we encourage you to apply.