Tier 1 Service Desk

This role is the nucleus of our Technical Service Teams Help Desk, keeping everything running smoothly and efficiently, according to our technical standards and industry best practices.

WORK SCHEDULE
This position works during regular business hours of 8am-5pm Pacific Standard Time. Monday through Friday. Some flexibility may be allowed, as IT work may be required outside of regular business hours. Attendance to daily team meetings is required as well as bi-weekly meetings with the Service Manager. Occasionally you will be required to respond to and address urgent matters outside of typical work hours.

ROLES AND RESPONSIBILITIES
Technical Services Team leadership support, training, insatiable passion for IT
Client-facing user support
Helpdesk escalations
Root cause analysis
Support-delivery process development
Creating and maintaining technical and process documentation
Backups/Disaster Recovery design, testing, auditing, documentation, process ownership and management
Patch-management systems implementation, process management, and documentation
IT Systems administration and management
Cybersecurity product-stack deployment and management
IT service-delivery process leadership by example, and feedback to Service Manager
Support for new client onboarding
Completing assignments within deadlines
Professional verbal and written communications, internal, and with clients

REQUIRED PROFESSIONAL ATTRIBUTES
Customer Service attitude with empathy and patience
Self-motivated and self-managed, with the ability to work in a fast-moving environment
History of consistent/reliable attendance and strong work ethic
Deep understanding of proven and emerging IT products and trends
Commitment and drive, getting things done, especially when challenges arise
Verbal and written communications mastery
Relationship management
Organizer extraordinaire
Proficiency and aptitude learning new software applications and processes
Active listening
Typing 40+WPM

REQUIRED TECHNICAL SKILLS
Expert knowledge of Microsoft technologies, on-premises, and cloud
Windows Desktop enterprise management
Windows Server (2012 R2, 2016, 2019, 2022): Add, move, change, IP Networking, Active Directory, Group Policy, Remote Desktop Gateway, Hyper-V host management and configuration
Expert knowledge in Azure AD, managing compliance policies and conditional-access Policies, systems management via InTune, and PC image deployment via InTune
Expert proficiency in Microsoft365/M365 Administration, Migrations: Active Directory and Exchange Server on-premises to M365, SharePoint Admin, Policies, Migrations, Teams Admin (including voice/phone services), Microsoft Exchange Administration
Firewall management, Sonicwall, Cisco, Ubiquiti
PowerShell scripting
Various industries business applications deployment and support
Network management, monitoring, alerting, response
IT management by SLA
Backups and disaster-recovery platforms design, deployment, and management
Cybersecurity platforms deployment and management
Creating accurate, professional reports
ConnectWise Manage PSA
ConnectWise Automate RMM

PREVIOUS EXPERIENCE RECOMMENDATIONS:

A+ Certification is preferred

NET+ Certification is preferred

Microsoft Certified Desktop Support Technician (MCDST)

1+ years experience in computer network management is required

Experience in managing end client networks is preferred

Benefits:
13th Month Pay
Health Stipend on top of the salary (After 90-day probationary period)
Personal Time Off (After 90-day probationary period)

Place of work