It Support | Virtual & Field Technician

Position Summary

Mazaroth IT Solutions is currently looking for an experienced IT Support Technician who will be responsible for providing macOS, PC, and Cloud Services technical support, remote and on-site service repair, and consulting services for our small to medium business clients, as well as front-line interactions with support staff, Field Technicians, and a limited number of power-user, residential clients. Please note that most of this role is performed remotely but does require occasional travel and on-site visits to client offices.

Desired Technical Skills

The ideal candidate for this position has a range of knowledge and experience that includes technical support utilizing cloud services, remote and on-site service repair, problem-solving, and administration. Please

consider that the entire list of skills shown below are desired and not required to qualify for the position. The candidate’s current skill set will be considered along with additional training needed.

• Proficiency in Windows 10 and 11

• Knowledge and experience with Microsoft Active Directory Administration

• Knowledge and experience with Azure Active Directory Administration

• Experience with Google Workspace Management, core application services, and Chrome OS is a plus

• Proficiency in PowerShell, Bash/zshell, scripting language, and ability to create scripts• Proficiency in Office 365 Management and Monitoring, including SharePoint, Power Apps, Power Automate, and Teams

• Experience managing stand-alone Windows server environments and hybrid stand-alone, and Azure Environments is a plus

• Proficiency in macOS 13 Ventura+

• Experience with iOS device setup and troubleshooting, and MDM platforms such as JAMF, Mosyle, Intune, or similar

• Experience with Remote Monitoring and Management tools like Kaseya VSA, ConnectWise, Datto RMM, NinjaRMM, or similar, managing up to 200 endpoints

• Experience with PC imaging and deployment, including zero-touch deployment scenarios

• Experience with Endpoint Protection and Security products such as Bitdefender, SentinelOne, or CrowdStrike

• A solid theoretical and practical understanding of TCP/IP networking concepts and technologies (e.g., DNS, TCP/UDP, DHCP, Subnets, Broadcast Domains, Multicast, VLANs, ARP, Wireless Technologies)

• Experience with LAN/WAN networks (e.g., Firewall and switch configuration, Routing, IP Sec, SSL, NAT/PAT, Fiber Optics)

• PHP or knowledge of WordPress development is a plus

• Experience with macOS native applications like mail, calendar, etc. is a plus

• Knowledge of Linux is a plus

Abilities & Attributes

• Highly resourceful in the areas of diagnostics and problem-solving

• An instinctive inclination and self-driven determination to troubleshoot unfamiliar issues to completion

• Ability to self-manage and remain composed when faced with unexpected challenges

• Ability to recognize when issues need to be escalated to another, more experienced team member

• Ability to plan and manage client and team expectations

• Effective handling of concurrent priorities

• Exceptional organizational and follow-up skills

• Agile at learning things quickly

• Excellent verbal and written communication skills

• Must be trustworthy, reliable, knowledgeable, professional, and friendly

• Incredibly punctual, have a history of honoring commitments and showing up on time

• The ability to effectively prioritize and manage time

• A steady, patient, and consistent approach to tasks and duties

• Excellent people and phone skills with a genuine desire to help people

• Demonstrate genuine empathy and patience when working with the technologically deficient user

• A positive, service-oriented, "can-do" attitude

• An inherent interest and curiosity about evolving technology

Job Duties

• New User Account Onboarding and Offboarding

• Provisioning and Deployment of IT Assets

• Technical issue diagnostics and remote client support via phone, video chat, screen share, and on-site as needed

• Comfortable working with spreadsheets and updating the company database

• Network Connectivity diagnostics and support

• Printer and Scanner Connectivity issues and support

• Microsoft and Google System Administration and Security Management

• SharePoint, OneDrive, and Teams mapping and configurations

• LastPass (or similar password management,) Safe and Secure Sharing, support, and client interaction

• Remote Help Desk support ticketing and client interaction

• Time and Ticket record keeping and recording of services rendered, issues encountered, and solutions implemented for client and internal team interactions

• Participation in team meetings and solution brainstorming

• Following and validating existing internal and client SOPs while proactively identifying the need to continually improve, revise, and even create new SOPs when needed

• Documentation framework updates

• Execution of assigned tasks, projects, and duties from supervisor and teammates requesting assistance

• Participation in systems and product training and webinars as needed or requested

• Participation in sharing learned information and skills, presenting information, and training of fellow team members upon request

• Quick calls and Teams meetings

• System Management, Maintenance, and Updates

• Spyware and Anti-Virus Monitoring and Management

• Security Patch Management

• Automated Software Updates & Installations

• System Backup Monitoring and Management

Technical Facility, Equipment, and Physical Requirements

• Must have a private workspace in your home where ambient noise and visual distractions (pets, television noise, the activity of others) can be controlled during work hours

• Must have a workspace that is optically conducive to regular professional business meetings. Filters can be used to blur backgrounds, etc., but live video of your person must be well-lit, properly visible, neatly kept, distraction-free, and function within the company Video and Audio Conferencing Etiquette Guidelines

• Must have secure high-speed (at least 50mbps) access to the internet from your home office (monthly allowance provided by Mazaroth)

• A workspace with a desk and ergonomically fitted chair

• A valid driver’s license and clean driving record

• Must be prepared to travel to on-site client appointments, within, and outside of our service area on occasion

• A reliable, insured vehicle (proof of active auto insurance, both liability and collision will be required)

• The physical ability to lift and carry up to 50lb. objects up stairs, carry a 20lb. computer bag, and crawl under tables

• The ability and social flexibility to work in both residential and business environments

• Must be willing to have a flexible schedule when required and be open to working weekends on occasion

• Ability to work eight-hour shifts, schedule TBD

• Must be willing to wear a mask or appropriate face-covering in environments where masks are required

• Potential candidates must submit to background checks, and criminal background checks, and be willing to sign client NDAs (non-disclosure agreements) and privacy agreements when required

Background Experience

• A High School diploma is required

• Two-year degree in CIS/MIS or related field experience and/or equivalent training and certifications are preferred

• 4-5 years of general IT experience providing service repair, technical support, and sales consulting

• Previous experience in a customer service environment is preferred

• Previous experience working at an MSP

• Previous experience working in a fast-paced environment

• Previous experience working from a home office environment, managing systems and operations remotely

• Previous experience with on-site consulting (minimal OK)

• Previous experience with records management, configuration, and documentation

Employee Benefits

• Job Type: Full-Time Salaried Position

• Paid Overtime

• Paid Time Off

• Performance-based Bonus Pay

• 401k Retirement Plan with Matching

• Health Insurance - Medical, Dental, and Vision Stipend

• Auto (Mileage & Insurance) Use Reimbursement

• Internet Usage Stipend

• The opportunity to work on and gain experience from a wide range of projects spanning a multitude of technical disciplines, including physical, cloud, and hyper-converged infrastructure design, enterprise MDM and zero-touch fleet management, high-performance network and wireless buildouts, audio/visual integration, and cybersecurity projects, and many other exciting areas.

• Training and Certification opportunities
Additional Details

Mazaroth IT Solutions is committed to diversity. We are an Equal Employment Opportunity and Affirmative Action Employer.