About Macktez

Macktez was founded in 1996 by Noah and Michael, our current CEO and COO. We are a small but mighty team who believe in building lasting relationships with clients as well as Team members. Many of our Clients and Team members have been with us for over 10, 15, or even 20 years.

Our Team loves:

• Working with a group of talented, smart, and hard-working people who care about one another and their work.
• Our commitment to professional development and mentorship, and the opportunity to learn about new skills and technologies every day.
• The exciting array of clients we get to work with, and the diverse problems we get to solve for them. Read the case studies and blog at macktez.com to learn more about the cool things we’ve been up to!

About You

• You are curious, self-motivated, and driven toward ongoing self-improvement.
• You have a range of technical experience, on your own and with other companies, working with Mac and Windows.
• You’re often the smartest person in the room and are looking for real collaboration with people whose knowledge complements and outpaces your own.
• You have the ability to analyze a complex technical scenario and communicate clearly, either in person or writing, a solution you recommend pursuing.
• You look forward to active involvement from senior Team Members.

About the role

Macktez is seeking an IT Support Technician to join our Technology Services department. The Technology Services department leads our troubleshooting efforts, responding to requests from clients, ticketing systems, automated systems and alerts, and other Team Members. Successful candidates will have 1-3 years of work experience (preferably in a customer service or service industry role); technical help desk experience is a plus. Exceptional customer service skills, an interest in technology, and eagerness to learn the ropes of an IT help desk are essential. This is a great opportunity for someone looking to enter the IT field to gain exposure to a wide range of technologies in a fast-paced environment.

Basics

• Compensation: $28 per hour
• Job Type and classification: Full-time, exempt
• Schedule expectations: 5 days per week, on site at least 4 days per week (at the Macktez office and at times at client offices)
• Start date: May 29, 2024
• Unable to provide sponsorship

Responsibilities (what you’ll do)

• Provide excellent customer service by diagnosing and resolving fundamental technical issues for end users.
• Communicate effectively with Team members and clients to provide updates on progress and resolutions in writing and over the phone.
• Resolve tickets in a timely manner by following detailed directions, managing time and prioritizing wisely, and using judgment to escalate issues as needed.
• Remain calm under pressure.
• Write clear, detailed, accurate documentation in a ticketing system, time record system, and other process documents.
• Update Team members and clients on progress, ensuring all tickets are resolved in a timely manner.
• Attend meetings and complete related action steps as requested.
• Learn a wide variety of new technologies to develop strong troubleshooting abilities.

Qualifications (what you bring)

• 1-3 years of professional experience, preferably in a customer service or service industry role
• A quick learner of technology: your friends and family probably ask you for help with their computers and phones.
• Curiosity and passion for learning new technologies and troubleshooting; eagerness to learn the ropes of an IT help desk.
• Strong personal organization, prioritization, and time management skills.
• Excellent interpersonal and communication skills (written and verbal). You enjoy working with people of varying technical proficiencies.
• Ability to write complex ideas or directions in a clear and succinct manner.
• A proven track record of staying calm under pressure. You collaborate effectively and provide excellent customer service, even in stressful circumstances. You stay composed when faced with unexpected challenges.
• Sound judgment: you can diagnose technical issues and recognize when issues should be escalated.
• A basic understanding of computer hardware components.
• Ability to work independently and as part of a team.
• Ability to work 4-5 days per week at Macktez’s East Village office, and on site at client offices throughout the NYC area as needed.

Additional preferred experience:

• MacOS and Windows troubleshooting (e.g. System Administration, MDM, Encryption).
• Working in a technology help desk environment, and/or using a ticketing system.
• Authoring and updating detailed, clear technical documentation.
• Managing user and group permissions (e.g. Active Directory, LDAP, Okta, etc.).
• Managing Microsoft Active Directory, Okta, Jumpcloud, or another identity management service (e.g. AD, Azure AD, LDAP, RADIUS, SAML, SCIM)
• A basic understanding of TCP/IP networking concepts and technologies (e.g. DNS, TCP/UDP, DHCP, Subnets, SSH).
• Familiarity with LAN/WAN networks (e.g. Wireless networks, Firewall and switch configuration, Routing, IPSec, NAT).

Benefits

• 10 paid days off
• Medical, dental, and vision benefits
• Access to a 401(k) with company matching
• Access to commuter benefits
• Discounted CitiBike membership

Job Type: Full-time

Pay: From $28.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 1 year
• 2 years

Schedule:

• Monday to Friday
• Weekdays
• Weekends as needed

Work Location: Hybrid remote in New York, NY 10009