IT Tier 1 Technical & On-site Support

Pay: $21.00 - $23.00 per hour

Lenity Technology Job Summary:

Job Title: Technical and On-site Support (Tier 1)

Location: Rancho Cucamonga, CA (prefer someone who lives nearby)

Dress Code: Work dress casual (Company Logo’d Polo Shirt -Client Onsite Work)

Job Type: Technical Support (MSP - Managed Service Provider)

Employee Type: Full time

Industry: IT Consulting and Support

Manages others: No

Reports to: President

Company Description: We leverage cutting edge technology with personable service while still maintaining our feel for “geek” fundamentals. We serve a variety of businesses in the greater IE area. We’re looking for the right person who is enthusiastic about working in a small start-up company culture to rapidly grow with.

Job Description

In this role, you will receive and dispatch incoming calls to the appropriate technician and provide tier 1 support, both remotely over the phone (70%) and on-site (30%). You will also email to troubleshoot and solve customer IT related issues/problems.

Minimum Job Experience, Skills and Abilities

Candidates should meet or surpass the following requirements:

Technical Requirements:

- Comfortable physically handling/setting up computers

- Experience with Windows PCs (MacOS is a plus)

- Understanding of domain and workgroup environments is a plus

- Ability to troubleshoot a wide variety of IT problems

- Understanding of TCP/IP, IP addressing, and subnets is a plus

- Basic understanding of Microsoft 365, Google Workspace

- Experience using a ticketing system is a plus

- Ability to follow documentation and procedures and complete assigned tasks accordingly

- Experience with VoIP phone systems is a plus

- Ability to communicate effectively with vendors in order to resolve problems with proprietary software, internet outages, etc.

- Basic knowledge of printers and the ability to troubleshoot various issues

Other Requirements:

- Excellent phone presence with high degree of verbal charm along with great customer service skills

- Must have a smart phone (iPhone or Android), your own vehicle, and a valid California driver's license

- Periodically driving your vehicle to customer locations (compensation for mileage will be paid)

- Comfortable working in a small office/work dynamic

- Basic knowledge/experience communicating professionally via email

Baseline Traits:

- Dependability: Job requires being reliable, responsible, and dependable in fulfilling obligations.

- Attention to Detail: Is able to focus on details consistently, derives satisfaction from doing thorough and error-free work

- Service Orientation: Passion for and seeks ways to help others and to meet their needs.

- Initiative: Self Starter who takes action and does whatever it takes to complete tasks promptly and thoroughly.

- Analytical Thinking: Is good at addressing complex issues by breaking them into manageable components or logical steps.

- Communication: Must have excellent phone and typing skills sufficient to effectively communicate with management, co-workers and customers.

Training and Coaching:

We believe training and coaching to be a continual and important process to maximizing your potential in this role. You will work closely with your General Manager to continuously improve your skills and effectiveness in your Tier 1 Technical Support/Dispatch role in ways that enable us to maintain quality standards and create happy, profitable customers.

Job Type: Full-time

Benefits:

• 401(k)
• Health insurance
• Paid time off

Education:

• High school or equivalent (Required)

Experience:

• Windows: 1 year (Required)
• Help desk: 1 year (Preferred)
• Work Location: In person