Sr. IT Help Desk Technician

Santa Ana, CA - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Position Overview
We are seeking a highly skilled and motivated Senior IT Help Desk Technician to lead day-
to-day support operations and provide advanced technical assistance across the
organization. This role is responsible for resolving complex issues mentoring junior staff
improving support processes and ensuring high levels of user satisfaction.
The ideal candidate combines strong technical expertise with leadership ability and a
proactive mindset toward continuous improvement.

Key Responsibilities
Manufacturing & Shop Floor Support
Support production-critical systems (ERP shop floor PCs barcode scanners
label printers)
Troubleshoot issues impacting machine operators inventory and shipping
workflows
Ensure uptime for systems tied to bin locations tooling and work orders
Work closely with operations to minimize downtime impact

Advanced Technical Support
Act as Tier 3 escalation point
Troubleshoot:
o Windows endpoints (office industrial PCs)
o Microsoft 365 / Azure AD
o VPN and remote access
o Network issues across warehouse office
Support ERP systems (SyteLine Oracle etc. or similar)

Help Desk Ownership

Own ticket queue and enforce SLA response/resolution times
Identify trends (repeat issues bad processes weak systems)
Reduce ticket volume through automation and root cause fixes
Maintain clean documentation and knowledge base

Compliance & Security (SOX Environment)
Follow and enforce SOX controls (access reviews change management
logging)
Maintain proper documentation for audits
Ensure user provisioning/deprovisioning is compliant
Work with IT leadership on audit readiness

Leadership & Accountability
Mentor junior IT staff (if/when added)
Set the tone for responsiveness and ownership
Push back on poor processes and suggest improvements
Act as the go-to person when things break

Systems & Continuous Improvement
Improve endpoint management (Intune patching asset tracking)
Standardize workstation setups across shop floor office
Support IT projects (deployments migrations system upgrades)
Assist with internal app support (like your Blazor tools barcode systems etc.)

Required Qualifications
5 years IT support experience in a hands-on environment

Experience supporting manufacturing or warehouse operations
Strong knowledge of:
o Windows OS & hardware troubleshooting
o Active Directory / Azure AD
o Microsoft 365
o Networking fundamentals (DHCP DNS VLANs VPN)
Experience with ticketing systems
Proven ability to handle high-pressure production-impact issues

Highly Preferred
Experience with:
o ERP systems (SyteLine Oracle etc.)
o Barcode scanners / label printers (Zebra etc.)
o Shop floor or industrial IT environments
Familiarity with SOX compliance
PowerShell or automation experience
Experience improving help desk processes (not just working in one)

Education & Experience
Some college or IT coursework preferred
5 years experience in IT help desk or support role

Required Experience:

Senior IC

Position OverviewWe are seeking a highly skilled and motivated Senior IT Help Desk Technician to lead day-to-day support operations and provide advanced technical assistance across theorganization. This role is responsible for resolving complex issues mentoring junior staffimproving support processe...