Remote Management Jobs in Davis, CA (NOW HIRING)

Job Summary: 

As the first point of contact for technical support requests across the organization, you will combine responsive customer service with hands-on troubleshooting across hardware, software, networks, and business applications. You will manage the help desk queue from intake through closure, work within established service level agreements (SLAs), document solutions, and escalate complex issues with complete context. Success requires clear communication, strong troubleshooting, careful prioritization, and attention to detail in a fast-paced healthcare or corporate environment.

What You Will Accomplish:

• Own the support experience from first contact to confirmed resolution. Receive requests through help desk software, email, phone, Microsoft Teams, and walk-ups; triage by urgency and business impact; maintain ownership; monitor aging tickets; and close only after confirming a successful outcome. Provide courteous, timely support, explain technical concepts in plain language, keep users informed, and offer basic end-user training when appropriate.
• Deliver reliable Tier 1 software and access support. Diagnose and resolve password, account, profile, login, permissions, connectivity, printing, email, synchronization, performance, installation, configuration, licensing, and update issues across Windows, Microsoft 365, Teams, Outlook, Adobe Acrobat, VPN, endpoint security, remote desktop, browsers, business and internal applications, printing software, MFA, and—where applicable—healthcare platforms and EMR/EHR systems.
• Keep devices and workspaces ready for productive use. Set up, image, diagnose, install, tag, inventory, replace, and coordinate warranty service for desktops, laptops, monitors, docking stations, mobile devices, tablets, printers, scanners, webcams, headsets, keyboards, mice, VoIP phones, peripherals, and conference-room equipment.
• Support secure identity and endpoint administration. Assist with Active Directory and Microsoft 365 user management, account creation and deactivation, group and distribution-list updates, MFA enrollment, shared mailboxes, access and permission requests, device enrollment, computer and software deployments, Windows updates, antivirus monitoring, encryption, compliance, patch verification, and remote-management tools.
• Create clear, reusable documentation. Record ticket notes, troubleshooting steps, root-cause analysis, and final resolutions; maintain knowledge-base articles, SOPs, user guides, FAQs, system documentation, and asset inventories; and continuously improve internal support resources.
• Protect users, systems, and sensitive information. Identify suspicious activity, report potential phishing, assist with endpoint security, verify identity before account changes, apply least-privilege principles, maintain confidentiality, support security awareness, and follow company, cybersecurity, and HIPAA policies.
• Enable smooth employee transitions. Partner with Human Resources and IT on new-hire computer, software, email, account, phone, equipment, and initial IT orientation needs; support offboarding through account deactivation, access removal, equipment collection, asset tracking, and documentation updates.
• Support users wherever they work and collaborate across teams. Use remote-support tools for remote employees, hybrid teams, satellite offices, and home-office users. Work closely with Tier 2 support, system administrators, network engineers, cybersecurity, software development, HR, operations, clinical teams where applicable, vendors, and third-party software providers; participate in team meetings and assist with assigned IT projects.
• Perform other duties as assigned.

Required Qualifications:

• Associate's degree in Information Technology, Computer Science, or a related field—or equivalent experience.
• One to three years of IT help desk or desktop support experience.
• Strong knowledge of Windows operating systems and experience supporting Microsoft 365.
• Basic Active Directory and networking knowledge, including TCP/IP, DNS, DHCP, and VPN.
• Experience supporting printers and peripheral devices and using a help desk ticketing platform such as ServiceNow, Jira Service Management, Freshservice, Zendesk, or ManageEngine.
• Excellent customer service, verbal and written communication, troubleshooting, organization, and the ability to prioritize multiple tasks simultaneously.

Preferred Qualifications:

• CompTIA A+, CompTIA Network+, Microsoft Certified Fundamentals, and/or ITIL Foundation certification.
• Experience in a healthcare or HIPAA-regulated environment; supporting cloud-based applications; using Microsoft Intune or another endpoint-management platform; and/or working with Microsoft Entra ID (Azure Active Directory).

Work & Physical Requirements:

• This role requires the ability to lift up to 30 pounds, install desktop equipment, sit or stand for extended periods, and travel between office locations if required