Help Desk Technician - Santa Ana, CA at Arctiq in Santa Ana, CA

Summary: Arctiq is a leader in professional IT services and managed services, and they are seeking a motivated and customer-focused Help Desk Technician to join their 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. 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 Required Qualifications: - 1+ year of experience in a Help Desk or IT support role (or equivalent experience) - Strong knowledge of Windows OS environments - Strong knowledge of Microsoft 365 applications - Strong knowledge of 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 Required Skills: Windows OS, Microsoft 365, VPN troubleshooting, Ticketing systems, Computer imaging, Hardware setup, Networking concepts, Customer service