Senior Help Desk/Field Technician For Managed IT Services Provider

Do you enjoy helping people with their technology questions?  Do you love learning about new technologies?  Do you keep up with the current cybersecurity landscape?  Have you mastered the art of delivering value to your clients?  If so, we want to hear from you.
 

A Senior Help Desk Technician provides professional, friendly, and prompt technical support via remote control, service tickets, and phone for our clients. This includes problem definition, prioritization, analysis, resolution, and escalation as needed. This position exists to ensure  complete client satisfaction by providing answers and solutions to incoming service requests in a timely and effective manner. 

Essential Duties and Responsibilities:

• Provide professional technical support to our end-users and our client’s end-users.
• Visit our clients offices when level 3 support is needed on-site.
• Participate on video conferences with our clients and team members
• Document all service activities in our ticketing system
• Create and/or update standard operating procedures.
• Mentor, Lead, and train level 1 and 2 technicians.
• Take ownership of service requests and provide near-real-time updates to clients until the completion of each service request.
• Identify recurring issues and formulate solutions to eliminate their incidence.
• Create scripts to automate recurring service requests such as employee on-boarding and employee off-boarding based on their role.
• Perform remote system upgrades and migrations after hours without impacting production.
• Act as the point of contact between Alcala Consulting and client feedback.
• Stage and configure servers, switches, firewalls, wireless access points, and UPSs.
• Perform cloud migrations to Amazon AWS, and Microsoft Azure.
• Write or modify scripts to deploy printer drivers, wireless profiles, and deploy applications. 
• Increase the security posture of our clients networks.
   
   

Technical Requirements
 

• Type by touch 30 words per minute
• Microsoft Office 365
• Windows Server 2016, 2019
• DNS, DHCP, PowerShell, Active Directory
• Google G-Suite
• Microsoft Windows 10
• Linux CentOS
• Microsoft Office 2016
• Microsoft SQL 2017
• Apple Mac OS X
• VMWare vSphere 6.5. 7
• ConnectWise Manage, ConnectWise Automate, ConnectWise Control
• TeamViewer
• ITGlue

 
 
Personal Requirements:
 

• 6+ years working for a help desk with enforced service level agreements
• U.S. Citizenship 
• Excellent references from your previous supervisors.
• Ability to lift 60 lbs. 
• Valid Class C California driver’s license 
• A reliable car with insurance.
• Be able to pass an in depth background and driver’s license checks.
• Must be detail oriented and organized.
• Experience working for a Managed Services Provider (MSP) is preferred
• Critical Thinking and Problem solving skills 
• Working knowledge of networking concepts 
• Must have exemplary customer service skills and impeccable phone etiquette 
• Will be required to do shift work to support a 24 x 7 operation
• Must be able to work effectively individually and in a team environment
   
   
   
   
   

Benefits:

• Paid Medical and Dental Insurance
• Paid Holidays
• Paid Time Off
• 401K Matching
• Mileage Reimbursement
• Base Pay Range $55K to $87K Based on Candidate’s Experience Relevant to This Position

Hiring Process:

1. Application Review.
2. Online Assessment.
3. Phone Screen.
4. Phone Interview.
5. Technical Screen.
6. Fit Interview.
7. Reference Checks.
8. Offer.
9. Background Checks.
10. On-boarding.