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Service Desk Specialist (L2/L3)

Astreya, Burbank, CA

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Pay
$63K to $104K a year
Work setup
On-site
Level
New grad
Experience asked
3+ years
Field
IT & Cloud
Posted
today
Last checked
today, still open

What this Job Entails

The IT Support Specialist (L2/L3) provides advanced, mostly in-office support for our client, a ~1,500-person company running a 95% Mac / 5% Windows environment. This role handles escalated and complex issues, delivers hands-on device and network support, and helps build the runbooks and automation that improve self-service over time.

Scope

  • Works on complex, non-routine issues that require independent judgment and root-cause analysis
  • Operates with minimal supervision; serves as the escalation point between frontline support and specialist or vendor teams
  • Identifies recurring issues and turns fixes into documented, automated workflows

Your Roles and Responsibilities

  • Resolve escalated and complex support issues, with ownership from intake through resolution
  • Provide in-office, hands-on support for hardware, software, peripherals, and conference spaces
  • Support and troubleshoot macOS devices (95% of the fleet) and the Windows minority, including OS, application, and performance issues
  • Manage device lifecycle through Iru (MDM): enrollment, configuration profiles, app deployment, patching, and compliance
  • Troubleshoot Meraki Wi-Fi connectivity and coverage issues; work with network teams on escalations
  • Administer and support Google Workspace and Slack: accounts, groups, permissions, and integrations
  • Build, maintain, and improve IT runbooks and automated workflows in Console (ITSM)
  • Analyze ticket trends to find recurring issues, close knowledge gaps, and reduce escalations
  • Lead new-hire device setup and onboarding; manage offboarding and hardware recovery
  • Coordinate with vendors on hardware repairs, RMAs, and escalated software issues
  • Maintain accurate IT asset inventory
  • Ensure devices meet security standards (encryption, OS currency, MDM compliance)
  • Mentor junior support staff and share knowledge across the team (L3)

Required Qualifications/Skills

  • 3 to 5+ years of IT support experience (L2), or 5+ years (L3), in a fast-paced, Mac-centric environment
  • Deep macOS troubleshooting skills; working knowledge of Windows
  • Hands-on experience with an Apple MDM (Iru/Kandji, Jamf, or similar)
  • Google Workspace and Slack administration experience
  • Experience troubleshooting enterprise Wi-Fi (Meraki preferred)
  • Experience with an ITSM platform and writing runbooks or knowledge base content
  • Strong root-cause analysis and problem-solving skills
  • Exceptional customer service and communication skills, including explaining technical issues to non-technical users
  • Self-directed, with sound judgment on when to resolve, escalate, or automate

Preferred Qualifications

  • Experience with Console or similar ITSM and automation platforms
  • Workflow automation or scripting experience (Bash, Python, Apps Script, or no-code automation tools)
  • Okta or other identity provider administration
  • Apple certifications (ACSP, ACIT) or Meraki certification (CMNA)
  • Experience supporting conference rooms and AV/video conferencing

Physical Demand & Work Environment

  • Primarily on site in the client's office, with occasional remote work
  • Must have the ability to perform office-related tasks which may include prolonged sitting or standing
  • Must have the ability to move from place to place within an office environment
  • Must be able to lift and carry IT equipment up to 30 lbs
  • Must have the ability to communicate effectively
  • Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

Salary Range

$30.12 - $50.19 USD (Hourly)
  • Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
  • Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:

  • Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only

  • Dental provided through UHC

  • Nationwide Vision provided by UHC

  • Flexible Spending Account for Health & Dependent Care

  • Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)

  • Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera

  • Corporate Wellness Program provided by Goomi Group

  • Employee Assistance Program

  • Wellness Days

    401k Plan

  • Basic and Supplemental Life Insurance

  • Short Term & Long Term Disability

  • Critical Illness, Critical Hospital, and Voluntary Accident Insurance

  • Tuition Reimbursement (available 6 months after start date, capped)

  • Paid Time Off (accrued and prorated, maximum of 120 hours annually)

  • Paid Holidays

  • Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law

From the posting on Astreya's job site. Read the original before you apply.