IT Help Desk Technician

ROLE DESCRIPTION

We are a small IT Service and Managed Service Provider for small and medium sized businesses in the Orange County area.

The Help Desk Tech is responsible for providing remote IT support for our growing number of accounts. This is an in-house position that will require occasional travel to customer sites but will primarily work to resolve issues remotely from our office. This is a full time hourly position that may require occasional after hours and weekend work from time to time which will result in overtime pay.

If interested in this position, please provide a resume and a note detailing why you feel you would be a great fit.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES

• Daily administration in the ticket management system
• Following companies ticket procedures, resolve client tickets from beginning to completion as assigned
• Provide detailed problem-solving processes to all tickets prior to closing
• Identify client needs and prioritize accordingly
• Communicate with customer throughout ticket lifecycle and initiate follow up with customer if problem has not been resolved next business day or until customer satisfaction
• On-site client visits when necessary for routine maintenance or for problem resolution
• Provide customer with outstanding customer care and service at all times
• Excellent communication skills both verbal and written
• Participate on special projects as needed and defined, meeting all timelines
• Additional or different functions may be assigned from time to time

QUALIFICATION REQUIREMENTS

• Expert knowledge working with PC as well as Mac
• Working knowledge of Active Directory, Group Policy, DNS, DHCP and Windows Backup Services
• Ability to troubleshoot problems to identify a solution
• Working knowledge and concepts of enterprise networking to include VPN, routing, switching, and wireless technologies
• Ability to manage exchange and office 365 environments
• Experience setting up backups and restoring data
• Ability to troubleshoot and resolve routine issues: virus removals, network printer installations, etc.
• Willing to travel locally up to 30%, depending on workload
• Able to adapt to multiple environments
• Proven ability to function in a self-directed environment
• Ability to lift up to 50 pounds
• Strong technical, troubleshooting and analytical skills
• Professional communications, oral and written
• Ability to provide over the top customer service

ADDITIONAL CONSIDERATION WILL BE GIVEN FOR THE FOLLOWING SKILLS/EXPERIENCE

• Certifications from Microsoft, Cisco, CompTIA, etc.
• Ability to deploy, manage and support next generation firewalls (Cisco, Fortinet, Meraki, etc.)
• Ability to deploy, manage and support Switching (Cisco, HP, Fortinet)
• Ability to deploy, manage and support Servers (Dell PowerEdge R/T and HP Proliant DL/ML)
• VOIP Phone systems (Allworx, Avaya, etc.)
• Experience installing low voltage cabling, terminating cables (Cat5e, Cat6, etc.)
• Previous experience using Connectwise, Kasaya, Autotask or other PSA tools
• Graphic design, website design, SEO or PPC experience
• VEEAM, Datto, Shadow Protect Backup software

Work Remotely

• No

Job Type: Full-time

Pay: $22.00 - $28.00 per hour

Benefits:

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

Application Question(s):

• Do you live within 20 miles of Laguna Niguel?

Experience:

• Help desk: 1 year (Required)

Work Location: In person

Salary : $22 - $28