About the role
Role : IT Support Technician II (Field Services)
Location : Duarte, CA
Term: Contract
About the Role
We're looking for an IT Support Technician II to keep our end-user devices running smoothly and our people productive. You'll work hands-on with laptops, desktops, and endpoint software — diagnosing issues, spotting patterns before they become bigger problems, and making sure fixes are documented well enough that the next person doesn't have to start from scratch.
This is a great fit for someone who already has solid IT support fundamentals and wants to grow into more complex systems and cross-team coordination work.
What You'll Do
- Investigate tickets, device data, and user feedback to find root causes — not just quick fixes
- Support device setup, software installs, image validation, access requests, and retiring old equipment
- Write clear documentation: requirements, test steps, runbooks, and handoff notes
- Work with security, identity, engineering, and other IT teams when issues cross departments
- Track ticket trends and device performance, and flag where things need attention
Required Qualifications
- Experience with Windows and Microsoft endpoint technologies
- Familiarity with ITSM tools (e.g., ServiceNow or similar ticketing systems)
- Strong written documentation skills
- Comfortable following established runbooks/SOPs and escalating with full technical detail when needed
- Solid customer service instincts — you'll be working directly with end users
Preferred Qualifications
- Prior experience in endpoint lifecycle management or device imaging
- Exposure to identity/access management workflows
- CompTIA A+ / Network+ or equivalent certification
- Experience contributing to root-cause or trend analysis reports
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