Senior IT Support Technician

4 weeks ago

San Rafael, United States P65 IT LLC Full time $62,400 - $93,600
Picture this: Your workday begins as you glide into action in your company Tesla, the sun rising, a promise of new opportunities on the horizon. Today, like every day, you're more than just an employee; you're a vital part of a well-oiled machine dedicated to solving problems and spreading joy through technology.

Your first order of business? A vibrant morning meeting with your remote team, where ideas flow as freely as coffee, and camaraderie is the currency of the realm. This is where goals are set, challenges are met with enthusiasm, and everyone is driven by a singular mission—to make work and interaction with technology as seamless and satisfying as possible.

Your role is pivotal. Armed with exceptional communication skills and a knack for troubleshooting, you dive into your scheduled tickets. Each ticket is an opportunity to showcase your expertise, to turn a client's day around, and to ensure that our business runs like clockwork. You're not just fixing problems; you're restoring harmony, ensuring that every client can proceed with their day with minimal disruption.

Here, processes are king, but not the rigid, lifeless kind. Our processes are living, breathing guidelines designed to maximize efficiency, happiness, and satisfaction—both for our clients and for our team. We believe in the power of a well-structured day, where every task, from the most mundane to the most challenging, is treated with equal importance and dedication.

But it's not all work and no play. This job comes with a sense of adventure and freedom, courtesy of your Tesla, allowing you to meet the needs of our clients across the community, bringing solutions directly to their doorstep. It's a role that mixes the thrill of the open road with the satisfaction of a job well done, all within a company culture that values happiness, teamwork, and the continuous pursuit of excellence.

In this role, strong time management and analytical skills are your best friends, helping you navigate through the day's challenges with grace and efficiency.

So, if you're ready to start your days charged with purpose, driving to work in a Tesla, collaborating with a fantastic remote team, and making a real difference in the way our clients interact with technology, we can't wait to have you onboard. Join us, and let's create a workplace that's not just productive, but also happy and fulfilling.

This position provides technical support to users in an efficient and accurate manner, by solving basic technical problems promptly so clients may resume work quickly. Supports the strategic direction and guidelines of the organization through the adherence to and application of quality processes and methodology.  This position follows operational compliance with policy and procedure; collaborates with external and internal clients, and vendors; and exhibits strong communication skills.

Reports to: Operations Manager

RESPONSIBILITIES/JOB DUTIES:

SCOPE OF RESPONSIBILITY:

  • 50% - Provides internal (onsite) helpdesk support to existing and potential client organizations. Troubleshoots and resolves a wide range of technical support calls within terms established in the company’s support procedures (service level agreements). Walks clients through problem solving processes, follows-up with clients to see issues through to resolution.  Maintains compliance with established policy and procedures (response times, Clickup notes) by recording and documenting closure of tickets daily.
  • 40% - Maintains and executes day-to-day operational and business communications (including print and electronic programs) with management, clients and vendors. Recommends procedure modifications or improvements to ensure best client experience. Troubleshoots escalated client queries to resolution.
  • 10% - Executes technical support negotiated on proposals/contracts for new projects. Deploys and manages equipment at remote sites; traveling within a 50 mile radius.                                                                 
PROBLEM SOLVING / DECISION MAKING:

Identifies and resolves issues with compliance to policy and procedure, and acts independently to introduce change initiatives that increase or enhance the client experience.  Has the ability to innovate to solve problems where standard procedures do not work, acting promptly to resolve pressing problems.SUPERVISORY RESPONSIBILITIES

This position has no managerial responsibility.  Provides guidance to first tier technicians. Ensures quality assurance for optimal client experience.
WORK ENVIRONMENT:

  • Primarily works in an office environment. 
  • Travel required.
  • Physical requirements include standing, sitting, bending and lifting (up to 50 pounds). Approximately 90% of time is spent using a video display terminal.
PREVIOUS EXPERIENCE:

Working knowledge of computers, printers and basic networking. Previous helpdesk experience. Familiarity with ticketing systems. Exceptional customer service experience.
EDUCATION, KNOWLEDGE, SKILLS, COMPETENCIES, CERTIFICATIONS/LICENSES"

  • Collaborative work environment
  • Results driven
  • Strong communication skills
  • Strong quantitative and analytical skills
  • Systems thinking capabilities
  • Time management
  • Valid driver’s license, vehicle and insurance

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