A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
Help Desk Technician Tailored Technology Services Irvine, CA Job Details Full-time $50,000 - $60,000 a year 2 hours ago Benefits Paid holidays Dental insurance Cell phone reimbursement 401(k) 4% Match Vision insurance 401(k) matching Qualifications Optimizing workflow processes Technology purchasing Asset management
Authentication Microsoft Certified:
Azure Fundamentals Email customer support Technical support via phone IT user and group management Phone communication Field service IT asset management Technical documentation Software deployment Incident report management IT system monitoring Hardware maintenance Data recovery Security policy Implementation (information security management) Server backup and recovery Operating system updates Mid-level Incident Escalation Printer (troubleshooting support) User training (technical support) Server updates VLAN Patch management Cloud service support Continuous improvement Disaster recovery implementation Full Job Description About Us Tailored Technology Services Inc. is a rapidly growing Managed Service Provider (MSP) delivering comprehensive IT solutions to small and medium-sized businesses across a variety of industries, including construction, engineering, legal, and financial sectors. We pride ourselves on providing exceptional customer service, proactive IT management, and cutting-edge solutions to help our clients succeed. Position Overview We are seeking a skilled and motivated IT Support Technician to join our dynamic team. In this role, you will provide support for the IT infrastructure of multiple clients. You will work with a variety of technologies, troubleshoot technical issues, and assist in maintaining environments to ensure optimal system performance. You will play a key role in ensuring the reliability and security of our clients' IT systems.
Key Responsibilities Technical Support & Troubleshooting:
Provide IT support for hardware, software, and networking issues. Diagnose and resolve technical problems in a timely and efficient manner. Assist senior technicians with escalated issues as necessary.
Incident & Problem Management:
Resolve support tickets within defined SLAs. Identify recurring issues and help implement solutions to improve service reliability. Document troubleshooting steps and solutions for future reference.
Customer Support & Satisfaction:
Provide professional, high-quality support through phone, email, and remote sessions. Maintain a customer-focused approach in all interactions. Educate end-users on IT best practices and preventative measures.
System Administration & Maintenance:
Assist in maintaining and supporting servers, networks, and cloud environments. Perform system updates, patch management, and security configurations. Monitor IT infrastructure and assist with proactive measures to prevent issues.
Onboarding & Offboarding:
Set up new employees with accounts, permissions, and hardware. Securely deactivate accounts and recover IT assets for departing employees.
Documentation & Process Improvement:
Keep documentation updated for IT processes, configurations, and troubleshooting steps. Suggest and assist in the implementation of improvements to streamline workflows.
Cybersecurity & Compliance:
Follow IT security policies and best practices to protect company systems. Assist with ensuring compliance with security regulations and standards.
Asset & Inventory Management:
Track and manage IT assets efficiently. Assist with purchasing, deployment, and lifecycle management of hardware and software. Qualifications Proven experience as an IT Support Technician or in a similar role, ideally within an MSP environment. Familiarity with firewalls, VPNs, and networking protocols (TCP/IP, DNS, VLANs). Basic understanding of cybersecurity principles and best practices (multi-factor authentication, patch management, endpoint protection). Experience with backup and disaster recovery solutions is a plus. Strong troubleshooting and problem-solving skills. Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users. Relevant certifications (e.g., CompTIA A+, Network+,
Microsoft Certified:
Fundamentals) are a plus. Experience with troubleshooting technology issues, including printers, software, and peripherals. Familiarity with Microsoft 365 and network share access. Ability to document and log issues effectively. Willingness to perform on-site support when necessary. Benefits Competitive salary based on experience Safe Harbor 401k Match up to 4% Comprehensive health, dental, and vision insurance Paid open discretionary time off Paid mileage for onsite requirements Mobile phone stipend Paid holidays Opportunities for professional development and certification Collaborative, team-oriented environment with opportunities to work on cutting-edge technologies
