Help Desk/systems Engineer for Managed It Service Firm

Posting ID : A1068461046
Date Posted : 2015-08-18
Category : Technical Support

Help Desk Specialist/Systems Engineer for Expanding Managed IT Firm
Immediate, Full-Time PositionOpen

Please note that a cover letter and resume in PDF are required (No Word docs please!). In your cover letter, please elaborate on your server and network experience.
OurCompany:
is a managed IT service and consulting firm established in 2003. Our team enjoys a friendly and supportive work environment, with a hands-on leadership team. Our client base is comprised of a wide variety of businesses, professional service firms, and non-profit organizations with 15 - 200 + employees, mostly located in San Francisco, and expanding rapidly in the East Bay. Our headquarters is located in the Financial District of San Francisco, very close to BART. Our Network Operations Center is located in Bishop Ranch in San Ramon.The Position:
Parachute is looking to add an experienced, professional, and personable Help Desk Specialist/Systems Engineer to our growing team. The Support Desk team is an important and essential part of company; paramount to our business. We do not hire Tier 1 techs - only Tier 2. Therefore, a minimum of three years of IT support experience is required - meaning you MUST have server and networking experience. This is a fantastic career opportunity for a proactive, highly motivated individual who wants to utilize his or her current tech skills and expand their knowledge. The main role will entail remote troubleshooting, speaking with clients over the phone, escalating issues, updating tickets, maintaining documentation, and assisting our Senior Systems Engineers with their client work. There will be MANY opportunities to be onsite at client locations as well.Essential Duties and Responsibilities:
The ideal candidate will have strong tech skills, with the ability to quickly and efficiently triage issues.
Responsibilities include, but are not limited to:Troubleshooting client issues via remote login or occasional onsite visits Updating client IT documentation, network maps, tickets, and notes for the team Supporting Senior Systems Engineers with their projects an client workHelping Senior Systems Engineers who are onsite with a client to resolve issues Researching products, solutions to issues, new technologies to implement Contacting vendors on behalf of clients Testing new products Reinstalling Windows/Mac OS, system upgrades Securely deleting data on hard drives Helping with data recovery on damaged equipment Resolving malware and virus issues Repairing damaged hardware Required Technical Skills:
Win 7 and 8 expert; including Office 2010/2013Mac OS and hardware experience; including Office 2011Troubleshoot and resolve hardware, software, email, printing, and network issuesNew Mac/PC setup and general configurationsiPhone/Android setup, configurationVirus/malware removal and preventionFamiliarity with a ticketing system and creating IT documentation Required Personal Skills:
Excellent verbal and written communication skills Very detail oriented in planning, implementation, andfollow-up The ability to work completely independently or with a team Reliable, on-time, personable, and customer-focused The ability to multi-task and work across a range of projects and issues with various timelines and priorities Poise and patience during phone based tech support and potential onsite visits Solid writing skills to document work completed and create/maintain IT documentation for clients Comfortable working with a variety of clients, other techs, and HW/SW vendors Energetic, able to switch gears quickly from job-to-job / task-to-task Desire to learn; independently and on the jobExperience and EmploymentInformation:
3 years experience in the IT support industry, minimum1 - 4 years of remote support/help desk experience, ideally in a managed service environmentExperience with ConnectWise a major plus
This is a full-time positionAnnual salary commensurate with skills and experience Benefits include, but are not limited to: 15 days PTO (paid time off), a day off for your birthday, 8 - 10 paid holidays per year, medical/dental/vision, and 401k + matching To apply, please submit your cover letter and resume in PDF. A cover letter is required.


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