IT Service Desk Technician I

Talent Team•Escondido, CA

About The Position

At Baker Electric we are energized by truly living our values - Team Builders, Relentless Follow Through, All-In, and Care for Others. When our team members work together with these things in mind, we do great things both individually and as an organization. Being an employee-owned company shows our drive for sustainable, long-term growth while enhancing the lives of our team members. SUMMARY: The IT Service Desk Technician I is the first point of contact for employees seeking technical assistance. This role triages, resolves, and escalates incidents and service requests related to hardware, software, account access, and connectivity. Success in this position means fast, friendly, and accurate support that keeps our teams productive.

Requirements

1+ year in a Service Desk / Help Desk or customer-facing IT support role (internships included).
Working knowledge of:
Windows 10/11 and basic iOS support
Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Exchange Online
Identity & access concepts (AD/Azure AD/Entra ID, MFA, SSO)
Ticketing systems (e.g., ServiceNow, Jira, Freshservice, Zendesk)
Basic networking (DNS/DHCP, VPN, Wi-Fi troubleshooting)
Strong customer service, verbal/written communication, and problem-solving skills.
Ability to follow SOPs, document work, and manage multiple priorities.
High school diploma or equivalent.

Nice To Haves

CompTIA A+, Network+, or ITIL 4 Foundation (or in progress).
Experience with endpoint management, Intune/Endpoint Manager, and remote tools.
Basic scripting/automation exposure (PowerShell/bash).
Familiarity with security tooling (EDR, disk encryption, phishing triage).
Experience supporting a corporate network environment.

Responsibilities

Serve as front-line support via phone, chat, email, ticketing system, and walk-ups.
Create, categorize, prioritize, and resolve tickets following SLAs and documented procedures.
Perform initial troubleshooting for Windows/iOS, O365/M365, basic networking, and common business apps.
Provision and deprovision users (accounts, licenses, groups) per least privilege standards.
Image/deploy, collect, and maintain endpoints (laptops/desktops, mobile devices, peripherals).
Reset passwords, MFA enrollments, and handle SSO access issues.
Install/patch standard software; run health checks and ensure endpoint compliance.
Maintain accurate asset records in the CMDB/asset system, update knowledge base articles.
Escalate complex issues to Level 2/3 with clear notes, logs, and repro steps.
Educate end users on best practices, security awareness, and self-service resources.
Support conference rooms, AV, and meeting setups as needed.
Participate in on-call/after-hours support on a rotating basis.