Information Technology Support Technician

This position pays between $38-50/hr

**Only local SF Bay Area residence need apply***

Our Professional Services Division here at The Mice Groups is seeking a IT Support Technician for full time opportunity.

This position is expected to be 100% on-site in San Mateo/Redwood City, CA. and will need to be prepared to work on site at any of our clients from SF to San Jose.

EEssential Duties & Responsibilities

• Field incoming help requests from end users via both telephone and work orders in a courteous manner.
• Handle escalations from other techs and customers
• Build rapport and elicit problem details from help desk customers and clients.
• Maintain excellent customer service
• Troubleshooting and performing routine maintenance of workstations and servers remotely and onsite
• Maintaining a positive attitude and fast paced, detail oriented, and multi-tasking work ethic
• Diagnostics of issues related to the skillset below
• Responding to, detailing work done, and closing remote support tickets
• Maintenance and updating of our customer database used in creating service request orders
• Assisting customers in purchasing decisions when needed
• Maintaining a safe and clean work environment
• Maintaining a professional image and attitude

Knowledge and Experience

• 5-7 years of IT Support experience
• Ability to be client facing
• Expert in Mac support and maintenance with MDM tools like Jamf, Kandji, etc
• Expert in SSO setup in tools like OneLogin, Okta, Azure AD and Google Workspace
• Expert in network troubleshooting for endpoints and servers
• Working knowledge of endpoint lifecycle policies, options for replacements and communication
• Working knowledge of Windows endpoint management and maintenance
• Working knowledge of asset management systems and upkeep
• Working knowledge of Firewalls and Meraki switch / WIFI access point administration
• Working knowledge of Google Workspace and O365 administration
• Working knowledge of administration of ticketing and workflow tools like Jira
• Working knowledge of other project and documentation tools like Atlassian products, Notion, Asana Verkada
• Working knowledge of Slack administration
• Understanding of how to implement and maintain role based access controls for applications
• Working knowledge of SAAS app maintenance and integrations via APIs
• Working knowledge of AD administration and maintenance
• Working knowledge of on premise server deprecation and cloud migration
• Working knowledge of Change Management procedures and communication around changes
• Working knowledge of outage procedures and communication around how the are communicated. Ability to write post mortem reports after an outage

Operational management

• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the request problem-solving process
• Apply diagnostic utilities to aid in troubleshooting.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Resolve problems
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position.

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure
• environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Pay for this position is based on market location and may vary depending on job-related knowledge, skills, and experience.

Applicants should apply via The Mice Groups Inc. website (www.micegroups.com) or through this careers site posting.

We are an equal-opportunity employer and value diversity at The Mice Groups Inc. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

The Mice Groups Inc. values your privacy. Please consult our Candidate Privacy Notice, for information about how we collect, use, and disclose personal information of our candidates.

Privacy Policy

One of the basic principles The Mice Groups follows in designing and operating this website is that we ask for only the information we need to provide the service you’ve requested.

The Mice Groups does not currently collect personal identifying information via its website except (i) to the extent that you provide this information in an online job application and (ii) to the extent that your web browser provides personal identifying information.

The Mice Groups will use your personally identifying information solely for the purpose for which you submitted the information. The Mice Groups may, however, aggregate certain elements of your personal identifying information with the information of other users of our website to analyze the usefulness and popularity of various web pages on its website.

The Mice Groups reserves the right to change this policy at any time by posting a new privacy policy at this location. Questions regarding this statement should be directed to info@micegroups.com