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.
Pasadena, CA Job Details Full-time $48.08 - $52.89 an hour 4 hours ago Benefits Paid holidays Dental insurance Vision insurance 401(k) matching Paid sick time Qualifications Customer communication
Full Job Description About You:
< 50 minutes from our office in Pasadena, CA You thrive in a structured, process-driven environment and believe that following well-defined workflows leads to the best results. You take ownership of your work, hold yourself accountable, and seek out candid feedback as a tool for growth. You embrace continuous improvement and are adaptable to adjustments in your role. 10-15 years of experience handling Tier 4 IT support requests Advanced experience with a wide variety of helpdesk tools and ticketing systems Knowledge of cybersecurity risks and best practices for protecting sensitive data and systems Experience documenting procedures, troubleshooting steps, and resolutions
Achieved certification or advanced experience in architecting or designing from the ground up in the following areas: Windows (Servers & Networking), Office 365, Microsoft Hyper-V, Apple MacOS and iOS, Cisco Meraki, Dell PowerEdge, Sophos XG Firewall and Central Endpoint and Server, Ubiquiti UniFi Network and Enterprise Wireless, Datto, Veeam Backup and Replication, IronScale, Azure Administration, APC UPS Management, Powerchute Business, VMWare Certifications Deep understanding of IT systems, hardware, software, and networking concepts to quickly diagnose and resolve complex technical issues Strong focus on customer satisfaction and relationship building Excellent verbal and written communication skills Managing multiple tasks simultaneously, prioritizing, and meeting deadlines Ability to collaborate effectively with other team members Willingness to adapt to change and interest in professional growth Ability to follow detailed processes
About Us:
AllSafe IT is a Managed Service Provider (MSP) that delivers services to small to medium sized businesses. Health, dental, and vision insurance 401(k) with employer matching 2 weeks of vacation/year 40 hours of sick pay/year 8 hours of paid volunteer time/year 8 paid holidays per year Reimbursement for passing quarterly certification exams Bonusly employee-to-employee recognition program Dog-friendly office
Our Values:
We do what we say we'll do. We care about the process. We are generous with what we know. We enjoy the people we work with. We choose compassionate candor.
Job Responsibilities:
Provide advanced technical support to clients, VIP, and internal teams, including on-site assistance Act as a point of escalation and complete incident and change management tickets Serve as a project resource or technical owner and ensure quality assurance Improve technical documentation for all incident and request management, maximizing efficiencies in workflow and profitability Continue to cultivate knowledge and skillset, always learning new technologies
