Mac Help Desk Technician

Second Son Consulting, Inc. has an opening for a T1 Help Desk Technician supporting our focus in cross-platform Mac & Windows environments. This is a long-term career opportunity for an experienced, intelligent, self-motivated, and customer service-oriented engineer who loves being a bridge between technology and end-users, working primarily with macOS and iOS/iPadOS-based devices in business environments (75/25 macOS to Windows Support).

As part of our team, you will be a technology advocate, both supporting and educating our clients, working in day-to-day support, as part of the front-line team of technicians that tackles all support tickets for triage and resolution, ensuring we meet our SLAs. As a consulting firm, we work with a variety of clients and industries, so no two days are the same. You may be auditing backup and anti-virus reports in the morning, resetting Box.com MFA access mid-day, and applying Mosyle MDM profiles in the afternoon. The position requires a mix of hard and soft skills: an instinct for recognizing and helping our clients resolve technical issues, but also an innate desire to bring order to chaos and a knack for working with people across all levels, from end-users to CEOs, in a wide range of industries.

Due to the nature of the role, this position will be primarily in the office, allowing for work-from-home 1-2 days per week, after training is completed, and occasional on-sites at client offices as work requires.

In this role, you will…

• Provide basic day-to-day user support in cross-platform environments for desktop and mobile devices connecting to server, network, and cloud systems. 
• Deploy workstations and mobile devices using MDM/RMM tools and our custom scripts.
• Regularly audit backup and anti-virus reports across multiple environments.
• Monitor servers, networks, and cloud systems across multiple environments.
• Have the opportunity to learn new things on a daily basis, and cross-train with our other engineers.
• Document, track, and monitor issues to ensure efficient and timely resolutions.
• Learn to recognize support needs and trends, and to bring them to the attention of leadership.
• Assist Sr. Engineers and Project Managers with deployments of new technologies.

About Us:

We are a privately-owned Mac-centric consulting firm, based in Encino, serving macOS-based and cross-platform clients in all US time zones and some outside the US, with the majority in the LA area. We have fantastic clients who are fun and seriously committed to their wide-ranging industries. Our clients are as small as a five-person real estate firm to a 50-person product design and manufacturing company to a 85-person non-profit social advocacy agency. Through collaborative, long-term relationships with our clients, we help them to maximize the return on their IT investment, sustaining measurable results with an eye on business strategy, practicality, pragmatism, transparency, a heap of creative problem-solving, and a sense of humor. We may be geeks, but we are geeks with social skills. We are also partners, husbands, wives, involved parents, loyal friends, political junkies, music and movie lovers, foodies, single-malt aficionados, and voracious readers. We love learning new things and our skills and projects are continuously growing in scope and breadth.

What you bring to the table…

• A think-ahead, “ounce-of-prevention” mindset.
• A natural inclination to pay attention to the details.
• One year of professional IT experience (or equivalent real-life experience).
• Excellent communication, written and verbal, skills within the team and across diverse client environments.
• Proven ability to set customer expectations.
• Positive and collaborative team member who demonstrates initiative and tenacity.
• Keeps informed of technology trends, has an insatiable desire to learn new things, and follows best practices.
• Are looking for growth opportunities for Sys Admin, Sr. Engineer, and Project Leadership positions.
• Driven task management and follow through.
• A friendly, open personality.
• A commitment to business ethics and a client-first mentality.
• Willingness to bring your own experience to the table while also understanding the need to learn how things work at Second Son, and to adapt to your approach to ours. 
• Understanding that Second Son is a service business, and that tracking time and efforts in “real time” are an essential part of what is required.

Scheduling Requirements:

• Working in our office 3-4 days per week, work from home 1-2 days per week (after completion of training).
• Site visits to client offices as required by the work.
• Must be available to work 8AM-5PM PT, 2 days a week.
• Must be available to work periodic off-hours and weekends as work needs dictate.
• Must be available to join our after-hours and weekend on-call rotation (Note: this is not 24/7)

TO APPLY

Share your resume and a cover letter (in PDF format*) that explains why you believe you’d be a fit for Second Son and this position. Impeccable communication skills are essential to all we do, and we weigh cover letters heavily. We love a cover letter that shows us your personality, but don’t stress if you’re not a comedian. Just be yourself. We’re mostly interested in learning who you are, what you love to do, and why you’d love to do it here with us. And if you send us the generic one you send everyone else, we’ll be bummed.

*We will only be reviewing submissions in PDF format, due to security/macro concerns with .doc, .docx, and .zip file formats.

What We Offer:

• Income competitive and commensurate with experience, projecting $25-$28 per hour.
• Training, certification, and growth opportunities.
• On-call team bonus program.
• Health insurance with Dental and Vision options.
• Paid time off consisting of:
• 6 days of sick leave
• 5 days of lifecycle leave (birth or death)
• 10 days of vacation (accrued)
• 6 paid holidays
• 5 days of paid Jury Duty
• 401k with matching (after 12 months).
• Semi-annual, voluntary, non-geeky outings with a great team of friends and colleagues (i.e., who doesn’t want to go see comic book movies in 3D with a great group of people and have your boss pay for it? Ok—it’s geeky, but it’s not work!).

Salary : $25 - $28