Help Desk Technician - Santa Ana, CA

Arctiq is a leader in professional IT services and managed services across three core Centers of Excellence: Enterprise Security, Modern Infrastructure and Platform Engineering. Renowned for our ability to architect intelligence, we connect, protect, and transform organizations, empowering them to thrive in today's digital landscape. Arctiq builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries.

We are seeking a motivated and customer-focused Help Desk Technician (L1) to join our client on a contract basis. This role serves as the first point of contact for technical support, providing timely resolution to end-user issues across hardware, software, and network systems. The ideal candidate is a strong communicator with hands-on troubleshooting experience and a passion for delivering excellent customer service.

This is an onsite, contract opportunity with one of Arctiq's cilents.

Key Responsibilities

• Serve as the primary point of contact for incoming IT support requests via the internal ticketing system

• Troubleshoot and resolve Level 1 technical issues related to:

• Windows operating systems

• Microsoft 365 (Outlook, Teams, OneDrive, etc.)

• VPN connectivity

• Desk phones and basic telephony support

• Manage, track, and update tickets within the internal help desk system, ensuring timely resolution and communication

• Perform basic hardware support including:

• Imaging and deploying laptops/desktops

• Setting up and configuring new user workstations

• Deploying and troubleshooting desk phones

• Provide deskside support for onsite users as needed

• Escalate more complex technical issues to higher-level support teams when appropriate

• Maintain documentation of common issues and solutions

Qualifications

• 1+ year of experience in a Help Desk or IT support role (or equivalent experience)

• Strong knowledge of:

• Windows OS environments

• Microsoft 365 applications

• VPN connectivity troubleshooting

• Experience with ticketing systems and managing support requests

• Hands-on experience with computer imaging and hardware setup

• Basic understanding of networking concepts