Xobee Networks is a fast growing MSP provider based in the Central Valley. We support thousands of clients throughought California and the United States, with services including computer network support, web design, application programming, and other technology services. We are currently looking for a Help Desk Technician II in the Palm Desert area to join our Team of highly skilled professionals! We offer competive salaries, commissions, and benefits. If you meet the criteria for this postiion, we would love to hear from you!

POSITION OVERVIEW:

The Help Desk Technician II is responsiblefor providing exceptional customer service and technical support to Xobee’s clients and vendors, and has proven experience troubleshooting problems beyond the PC including servers, network devices, and cloud systems. Tier II handles escalation calls and tickets from Tier I. The Help Desk Technician II is highly motivated with the desire and drive to learn quickly. Candidates enjoy working in a fast-paced environment, with the ability to work independently or with a team.

This position requires work during normal business hours (M-F 8am-5pm), however, operational needs may require additional time outside normal business hours.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

The following is a list of essential job functions and responsibilities for the Help Desk Technician II. Other duties and responsibilities may be added as needed, or modified from time to time.

• Diagnose and resolve support tickets that come in via phone, email or chat.
• Clearly communicate with clients in a professional and timely manner to keep them informed about the progress of their service requests and incidents.
• Collaborate with internal team members regarding resolutions to various client issues.
• Utilize experience and knowledge to assess issues and provide solutions.
• Take ownership of tickets and client interactions.
• Assist with responding to alerts and tickets from various monitoring systems.
• Computer imaging, deployment and inventory management.
• Document resolutions and update procedures that may be outdated.
• Report critical incidents or problems that become too complex for self-resolution.
• Handle escalations from Tier I as well as the primary point of contact for Tier I Service Desk escalations.

REQUIRED SKILLS AND EXPERIENCE:

1-3 years of experience in administering/supporting the following:

• LAN/WAN environments
• Office365/Azure Active Directory
• Microsoft Windows Server 2012 and above
• Help desk or relevant customer service skills
• Windows, MAC, IOS OS experience
• Experience with PSA and RMM tools
• Fundamental understanding of DNS, DHCP and TCP/IP
• Microsoft Exchange
• VMware/Hyper V
• Knowledge of backup technologies
• Knowledge of security practices and policies

Preferred Skills and Experience:

• Strong MSP or similar work experience
• Associate or Bachelor’s degree in a computer related field required. Relevant and significant industry experience may provide as a substitute for education.
• Any Microsoft, Cisco, Security or other certifications is a plus
• Sophos Endpoint
• Sophos XG Firewall
• ITGlue
• ConnectWise
• Veeam Backup and Replication
• Ubiquiti
• RDS environments
• DUO

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities.

• Possess the mobility to work in a standard office setting which will require regular sitting, standing, kneeling, squatting, walking and reaching.
• Ability to use your hands, fingers, arms, and legs to use standard office equipment and various technical equipment.
• Ability to lift up to 25 pounds.
• Ability to speak clearly and articulately in person and over the phone, and be able to read materials either printed or on a computer screen of various sizes and fonts.
• Possess a valid driver’s license and have the ability to drive your own vehicle.
• Must have the physical, emotional, and mental ability to manage stress and maintain attention to detail and accuracy despite interruptions.

COMPENSATION:

This is a non-exempt positon. Actual compensation will be based on factors such as experience, skills, knowledge, and other position related factors.

EQUAL EMPLOYMENT OPPORTUNITY:

Xobee Networks is an equal employment opportunity employer committed to an environment of mutual respect, diversity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other characteristic protected by law.

Job Type: Full-time

Pay: $20.00 - $30.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Help desk: 3 years (Required)

Ability to Commute:

• Palm Desert, CA (Required)

Ability to Relocate:

• Palm Desert, CA: Relocate before starting work (Required)

Work Location: In person