It support technician ii

Job Description

General Atomics (GA), and its affiliated companies, is one of the world’s leading resources for high-technology systems development ranging from the nuclear fuel cycle to remotely piloted aircraft, airborne sensors, and advanced electric, electronic, wireless and laser technologies. We currently have an exciting opportunity for a customer-focused IT Support Technician to join the Core Services IT team supporting the DIII-D National Fusion Facility in San Diego, CA.

In this hands-on Help Desk and Desktop Support role, you will serve as the primary point of contact for routine and semi-routine technical support across a dynamic research facility. Working under general supervision, you will manage the full lifecycle of Windows and macOS endpoints, support Microsoft 365 collaboration tools, assist with user onboarding, and maintain critical workstations and Audio/Visual (A/V) presentation systems across conference rooms and the DIII-D Control Room. This is an ideal position for a detail oriented technician looking to build their career in a collaborative, mission-driven scientific environment.

DUTIES AND RESPONSIBILITIES:

• Endpoint Deployment & Maintenance: Installs, configures, images, upgrades, and performs preventive maintenance on PCs, Apple MacBooks/Mac Minis, and peripheral equipment across Windows 10/11 and macOS environments.
• Help Desk & User Support: Provides responsive front-line troubleshooting (in person, via phone, and through ticketing systems) for hardware, software, and peripheral issues. Guides users through technical challenges and provides basic training.
• Microsoft 365 & Cloud Collaboration: Assists users with Microsoft 365 applications (Outlook profiles, Exchange calendar sharing, OneDrive synchronization, Teams), Zoom, and Azure Virtual Desktop (AVD) connectivity.
• Onboarding & Access Registration: Coordinates IT setup for new employees, interns, and visiting international collaborators, including workstation staging, account setup, and registering device MAC addresses for Network Access Control (NAC).
• System Backups & Cloning: Performs routine system backups, data migrations, and full-disk cloning for user endpoints and critical Control Room/operations workstations.
• Conference Room & A/V Support: Sets up, verifies, and troubleshoots conference room PCs, displays, projectors, microphones, and digital signage to ensure seamless execution of daily operational briefings and facility-wide meetings.
• Basic Network & Hardware Diagnostics: Identifies and resolves basic physical network connectivity issues (patching Ethernet ports, verifying link status) and performs component-level hardware repairs (e.g., SSD/hard drive upgrades, memory swaps), escalating complex infrastructure issues to senior engineers.
• Inventory & Procurement Tracking: Prepares and maintains electronic logs, tracks hardware assets and spare inventory, and submits/follows up on routine software license renewals and hardware purchase requests (SAP/ServiceNow).

Performs other duties as assigned and observes all safety procedures within a laboratory/office environment. We recognize and appreciate the value and contributions of individuals with diverse backgrounds and experiences and welcome all qualified individuals to apply.

Typically requires an Associate's degree with an emphasis in information technology, or a related discipline, along with one or more years of progressive personal computer technical experience in an information technology department. May substitute a certificate in information technology from a recognized organization (e.g., CompTIA A+, Net+, Microsoft MD-102) and equivalent experience in lieu of education. Requires an understanding of department policies and procedures, and a working knowledge of current personal computers, relevant operating systems (Windows 10/11 and macOS), and associated peripheral equipment. Must be customer-focused and demonstrate the ability to resolve semi-routine technical situations, communicate effectively with all levels of personnel, and explain general technical information clearly. Must have a valid California Class C driver's license and be able to work extended hours as required to support facility maintenance windows or major events.

Desired Qualifications

• Proven hands-on experience supporting both Windows 11 and macOS in an enterprise or campus environment.
• Familiarity with Microsoft 365 administration (Exchange Admin Center basics, Outlook profile/calendar troubleshooting, OneDrive) and Active Directory / Entra ID.
• Experience with modern endpoint management and deployment tools (e.g., Microsoft Intune, Autopilot, Dell Command Update) and disk imaging/cloning software (Acronis).
• Strong experience supporting conference room Audio/Visual (A/V) equipment and Zoom Rooms under time-sensitive conditions.
• Basic familiarity with enterprise ticketing and procurement workflows (Jira Service Management, ServiceNow, SAP).
• Patience, strong organizational habits, and a proactive approach to documentation and cable management.