Mid-Level Helpdesk Engineer

Job Description

Torani's IT department needs a mid-to-senior level Helpdesk Engineer for a 3-month contract engagement to provide advanced end-user support and help manage ticket volume during coverage gap and project surge. This is a hands-on technical role, not entry-level tier-1 — the candidate should be able to work independently on escalated issues from day one. Experience supporting IT in a manufacturing environment (plant/office hybrid user base, ERP-dependent operations) is a strong plus. Key Responsibilities

• Troubleshoot and resolve escalated hardware, software, network, and access issues
• Administer/support Microsoft 365, Azure AD, and Active Directory (user accounts, permissions, MFA/conditional access)
• Support Box administration and troubleshooting (permissions, sharing, sync issues, migration-related support)
• Manage tickets in JSM/Jira, meeting SLA targets
• Document resolutions and contribute to knowledge base
• Assist with onboarding/offboarding and hardware provisioning
• Support both office and manufacturing-floor users, understanding the operational impact of IT downtime in a production environment

Skills and Requirements

Must-Have Qualifications

• 4+ years of IT support experience with clear progression beyond tier-1

• Strong hands-on experience with Windows, Active Directory, M365/Azure

• Experience administering or supporting Box (or comparable cloud file-storage platform)

• Comfortable working independently with minimal ramp-up time

• Strong communication skills for direct end-user interaction Hours: 8-5 M-F ONSITE San Leandro ice-to-Have

• Prior IT experience in a manufacturing or industrial environment

• Experience with SharePoint/OneDrive-to-Box or similar cloud migration projects

• VMware or basic networking exposure

• Prior contract/temp work experience (able to integrate quickly into existing teams)

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].