IT Service Desk Technician

About Us

SMS Datacenter is a growing IT MSP for Managed Services, Colocation, Networking, Private Managed Cloud, and Help Desk. We are a team of engineers and technicians who tackle new projects, challenges, and issues every day, supporting users’ workstations, infrastructures, and networks so they can focus on succeeding in their own jobs. If you enjoy intense days of helping users and working with fellow IT professionals to solve problems and create long-term solutions, then you may be a future member of our team!

About the Role

Do you love solving problems and providing great experiences for people? Do you get excited from being challenged by different issues and environments each day? Are you looking to bring your skills and great attitude to a growing IT company, where the wellbeing of customers rests in your hands?

We are seeking motivated IT Service Desk Technicians to join our team and grow with us. You should have a good understanding of desktop and infrastructure support, fundamentals of network device troubleshooting, and be able and willing to learn and improve your skills every day. You will travel to local customer sites nearby to provide on-site support for issues and projects, and remotely resolve issues when not on-site.

This is a full-time, on-site position located in Irvine, California. Candidates must currently live within 50 miles of the office and be able to commute to the office and nearby sites each day. Preference will be given to candidates with schedule flexibility, and to those able to travel for assignments. This position requires US citizenship or a green card.

Responsibilities

• Provide IT support with excellent customer service for users, building a long-term professional relationship of reliability and helpfulness
• Diagnose and resolve issues involving Windows workstations, Microsoft 365, Active Directory, servers, networking, printers, mobile devices, and business applications across multiple client environments
• Travel regularly to customer sites to perform proactive visits, resolve technical issues, help with projects, and provide onsite support for planned work and unexpected incidents
• Perform root cause analysis, identify recurring issues, and recommend improvements to increase stability, security, and operational efficiency
• Maintain complete documentation, including documenting work done, issue/project status, and time entries on tickets for each task
• Participate in customer projects including workstation deployments, hardware replacements, Microsoft 365 migrations, infrastructure upgrades, inventorying equipment, and more
• Follow established operational procedures, security policies, and documentation standards
• Perform other job-related duties as necessary

Minimum Qualifications

• Knowledge or experience with Windows Active Directory, Group Policies, and various Windows OSes and platforms
• Knowledge or experience troubleshooting Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, and Intune
• Certified CompTIA A , Network , Security , or equivalent knowledge
• Strong written and verbal communication skills
• Ability to prioritize multiple tasks while maintaining excellent customer service
• Valid driver's license and reliable transportation for on-site customer visits

Preferred Skills and Experience (Any)

• Relevant certifications by CompTIA, Cisco, Fortinet, Palo Alto, Microsoft, or equivalent knowledge
• Experience supporting systems or networking at an MSP or other multitenant environment
• PowerShell
• Cloud computing (Azure), virtual desktops infrastructures, and hosted infrastructures
• General networking knowledge including TCP/IP, VLANs, 802.11 (Wi-Fi), VPN, DNS and DHCP
• Virtual Desktop Infrastructure and Management of environments such as VMware Horizon, Citrix, and MS Remote Desktop Services of 50 users
• Experience with O365 or Exchange administration, migrations, and security
• Experience supporting Microsoft technologies such as SQL, IIS, DFS, File and Print, etc.
• VoIP

Schedules

There are 3 schedules available for this role:

• 8 AM to 5 PM
• 9 AM to 6 PM
• 1 AM to 10 AM (early mornings Tuesday through Saturday)

Compensation and Benefits

Total compensation will be determined by the evaluation of factors including relevant required and preferred skills, knowledge, experience, and other qualities, and is expected to start between $21.50 – $24.50 per hour. Candidates with additional skill and experience may be considered for L2 or L3 roles. At SMS Datacenter, whether and how you rise from your starting point is in your hands. Excellent Service Desk Technicians will have regular opportunities for evaluation, raises, and promotions to higher levels.

There are currently 2 levels available for the team:

Level 1: Service Desk Technician: $21.50 – $24.50 per hour. Requires each of the following:

• Solid technical skills with desktop support and Windows systems administration including AD and Microsoft 365
• CompTIA A or equivalent certifications or knowledge at minimum

Level 2: Senior Service Desk Technician: $24.50 – $30 per hour. Requires each of the following:

• Strong technical skills with desktop support, network troubleshooting, and Windows systems administration including AD, Microsoft 365, and Azure
• CompTIA A , Network , Server , MS-102, CCNA, and/or specialized certifications in networking or systems, or equivalent knowledge
• Minimum 3 years of relevant experience in positions showing increasing skills, including hands-on L2 support

Employees who complete the first 90 days of employment will be eligible for Paid Time Off each year up to:

• 10 vacation/personal days
• 5 sick days
• Your birthday off
• 8 company holidays

Full-time employees will additionally be eligible for medical, dental, and vision insurance, along with 401(k).