Hybrid IT Desktop Support Admin na SONANCE

 Position Overview 

Sonance is seeking a self-motivated, energetic IT Desktop Support Admin to join our global IT team at our headquarters in San Clemente, CA. This is a fully on-site role responsible for delivering Level 1 & 2 support for hardware, software, and systems across the organization.

The ideal candidate will be highly customer-focused, independently driven, and eager to support a dynamic and evolving technology environment. In addition to traditional desktop support, this role will help drive adoption of AI tools like Microsoft Copilot and Google Bard to modernize workflows and empower end-user productivity. 

Key Responsibilities 

Technical Support & End-User Services 

- Monitor, triage, and resolve incoming IT support requests related to workstations, operating systems, applications, networking, and peripherals.
- Provide both hands-on and remote technical support for macOS, iOS, Windows 10/11, and Office 365 environments.
- Install, configure, and troubleshoot hardware, software, printers, file shares, and wireless connectivity.
- Maintain and manage user accounts, system access, and software licensing.
- Support and troubleshoot Microsoft Teams, Zoom Rooms, and AV/conference room systems.
- Communicate with users via in-person, email, messaging platforms, and phone.
- Work with external vendors or partners to resolve issues as needed.
- Assist with training new hires and maintaining technical documentation and manuals. 

AI Tools & Productivity Enablement 

- Deploy, configure, and support AI-powered tools such as Microsoft Copilot, ChatGPT, Claude, Perplexity, and other emerging solutions.
- Educate and assist users in leveraging AI for improved efficiency and workflow automation.
- Recommend AI-based improvements for recurring or manual processes.
- Stay current with industry trends and make recommendations for future tech adoption. 

System & Process Administration 

- Maintain and update IT asset inventory; assist in the procurement of hardware and software.
- Define, document, and improve IT support processes and standard operating procedures.
- Ensure best practices in endpoint management and security compliance. 

Network & Server Administration (Basic) 

- Perform basic server and Active Directory administration tasks.
- Apply and track regular server patches and system updates.
- Troubleshoot LAN, WAN, VPN, and wireless network issues across multi-site environments.
- Assist with server backup routines and UPS monitoring. 

Additional Tasks 

- Execute special projects or other IT-related tasks as assigned by the IT Manager. 

 Qualifications & Requirements 

Required 

- 5–7 years of experience as a Desktop Support Technician or Systems Administrator in an enterprise setting.  - Proficiency in macOS, iOS, Windows 10/11, and Microsoft Office 365.  - Advanced understanding of Microsoft Teams, Zoom, and AV support for conference rooms.  - Experience supporting common business applications, Adobe Products, and remote desktop platforms.  - Strong knowledge of networking fundamentals (LAN/WAN/VPN) and wireless systems.  - Experience with Active Directory, SCCM, PowerShell scripting, and MDM tools (Mosyle or JAMF).  - Ability to diagnose and resolve technical issues independently.  - Effective communicator who can explain technical solutions clearly.  - Fluent in English. 

Preferred 

- Hands-on experience with Microsoft Copilot, ChatGPT, or similar AI tools.  - Ability to support and train users on emerging technologies.  - Familiarity with Windows Server 2012+ environments and enterprise backup routines.