Service Desk Technician

VIP IT, a dynamic and innovative Managed IT Services Provider (MSP), is expanding its team with an exciting opportunity for an IT Support Technician. Our growing presence spans across Los Angeles and several other states including North Carolina, Alabama, and New York. Our diverse client base and broad portfolio of services, from desktop support to Office 365 projects and retail setups, mean we're not just tied to support calls, offering a unique and varied role for the right individual.

About the Role:

We're seeking a charismatic, self-motivated IT professional who thrives on problem-solving and has a passion for technology. The successful candidate will be capable of working independently, demonstrating strong emotional intelligence, and showing leadership in a team-oriented environment. This position is a remote position but the candidate is required to live in the Bay Area such as San Francisco, Oakland, Berkeley, etc., to support client onsites as needed or projects in the area. Travel to clients by car or plane may be required, which is fully paid for by the company.

Key Responsibilities:

Providing exceptional support for small to medium businesses

Responsibility for allocated tickets, which involves prioritization, communication, and adherence to SLAs

Troubleshooting and maintaining a variety of technologies

Creating and maintaining technical documentation for infrastructure projects

Working collaboratively with senior technicians on network build-outs and upgrades

Day-to-Day Responsibilities:

As an IT Support Technician with VIP IT, your daily responsibilities will be dynamic and varied, offering you the opportunity to work on a range of tasks and projects:

Managing and resolving support tickets: You will be the first point of contact for our clients, addressing their technical issues promptly and professionally. Your ability to prioritize tasks based on urgency and impact will be key in ensuring customer satisfaction.

Monitoring and resolving system alerts: Ensuring the smooth operation of our clients' systems will be part of your daily routine. This includes monitoring alerts for backups and other systems, taking swift action to address any issues and prevent potential disruptions.

Providing support to senior technicians: You will work collaboratively with our senior technicians, providing them with essential support on a variety of tasks and projects. Your input will be valuable in ensuring the successful deployment and operation of our IT solutions.

Onsite support calls: Depending on client needs, you will be required to handle onsite support calls, offering face-to-face assistance to our clients. This will involve traveling to client sites, diagnosing and resolving issues, and maintaining our high standards of customer service.

In all aspects of your role, your problem-solving skills, technical expertise, and dedication to customer service will ensure that VIP IT continues to deliver exceptional IT support and solutions to our diverse client base.

Technical Skills:

The successful candidate will be adept at troubleshooting and maintaining the following technologies:

Hardware and Software: PC/Mac, MS Office, QuickBooks, Dell Servers and Workstations (Dell/Lenovo/HP)

Operating Systems: Windows, macOS

Mobile Phones: Apple, Android

Server Systems: Windows Server 2008/2012/2016/2019 (preferred)

Business Applications: Office 365, G Suite

Qualifications & Experience:

1-3 years of full-time IT experience (degree not required)

Experience in an MSP environment is a plus

Strong interpersonal and communication skills, with an ability to manage conflicts

High level of self-motivation and accountability, able to work unsupervised

Additional Requirements:

Willingness to travel, sometimes by plane and out of state, to support our non-CA clients

Ability to maintain a quiet, distraction-free home workspace

Capability to take on leadership roles and work collaboratively within a team

Benefits:

Competitive salary (DOE) with performance-based bonuses

Comprehensive benefits package including 401(k), dental, vision, health, and life insurance

Generous PTO, holidays, sick days, and mental health/wellness time off

Flexible scheduling for life events

Paid on-call shifts

Start your journey with VIP IT today and grow with us as we continue to expand. We're excited to meet the problem solvers, the tech lovers, and the leaders who will help us continue to deliver top-tier IT services to our unique and valued clients.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 1 year
• 2 years
• 3 years

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Oakland, CA 94619