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La Area Mid-level Field Help Desk Tec
3 months ago
**WHAT WE ARE LOOKING FOR **The field technician will provide remote and on-site technical support in the greater Los Angeles metropolitan area. Remote support will be conducted from your home office. This role is customer-facing and will require solutions-based customer service skills as well as strengths in organization and documentation.
We are looking for a dual technician, someone who is knowledgeable and energized about solutions and future developments in both Windows and Mac environments.
We are looking for someone who understands urgency with respect of our client’s needs and takes pride in providing efficient solutions and detailed notes.
This position will remotely report to the Service Desk Manager who is based in NYC.
**WHAT YOU'LL DO**
- Troubleshoot & resolve issues by analyzing, identifying, and diagnosing symptoms.
- Perform root cause analysis by using established processes.
- Provide technical assistance with computer hardware and software to clients.
- Resolve issues for customers via phone, in-person, and/or remote support.
- Respond promptly to client requests and fully document work time in systems of record, primarily ConnectWise.
- Document all physical assets and software deployed to clients.
- Follow available KBA’s and update client documentation as procedures evolve.
- Collaborate with internal teams and external vendors as necessary to achieve the resolution of customer requests.
- Perform other duties as required and assigned.
- Participate in an after-hours on-call rotation.
- Go to various on-sites in LA area (car, insurance and valid driver’s license is required)
**WHAT YOU NEED TO KNOW**
- Microsoft Windows, MacOS, iOS, Android
- Application troubleshooting
- Network layer 1-3 troubleshooting
- Microsoft M365/Google Admin Console
- Google Workspace
- Microsoft SharePoint
- Server troubleshooting (Server 2012-2022, MacOS Server, NAS)
- Enterprise Network Equipment (SonicWall, Meraki, Unifi, etc.)
- Backup escalation/troubleshooting
- Advanced VPN client troubleshooting
- Understand and configure RAID on various platforms.
- VoIP troubleshooting
- Spam filter troubleshooting
- Printer relays through O365/Google
**WHAT WE EXPECT**
- Ability to explain technical concepts to non-technical users with approachability and empathy.
- Ability to prioritize a queue of dispatched service desk tickets.
- Ability to maintain professionalism and aptitude for handling technical issues presented in a timely manner.
- Proficiency in escalating issues with respect to triage requirements.
- Proven track record of at least 3 years of experience supporting Windows and Apple environments.
- Ability to work well in a team environment.
- Have strong organizational skills and the ability to manage multiple customers and multiple issues.
- Ability to function effectively in a fast-paced environment.
- Experience using a ticketing system / RMM tool and PSA software.
===============================================================
**WHO WE ARE**:
DeepTech Inc. has been a mainstay in the world of NYC MSP’s for over 20 years. Built from the ground up with long-lasting client relationships.
What are DeepTech’s values? Transparency, Dependability, Integrity, Versality and we are nothing without Team-work
What are DeepTech’s offerings?
~ Flexible Helpdesk
~ Procurement & Provisioning Solutions
~ Strategic Projects
~ Business Protection & Continuity
~ Virtual CIO
What advice would DeepTech give a new client? Backups are everything.
If DeepTech were an animal what would it be? Ohhh good one I would say a dog, lion, octopus hybrid. We are friendly and loyal, are protective of our staff and our clients and have the ability to adapt and help clients maneuver their way through tricky technical situations.
Check us out
- DeepTech is committed to being an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law._
Pay: $60,000.00 - $80,000.00 per year
**Benefits**:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Experience level:
- 4 years
Schedule:
- 8 hour shift
- Monday to Friday
- On call
**Experience**:
- Help desk: 4 years (preferred)
- Windows: 3 years (preferred)
- Mac OS: 3 years (required)
Ability to Commute:
- Los Angeles, CA (required)
Work Location: In person
