Help Desk Engineer

Location

This is a primarily remote position, with less than 10% travel to meetings in San Luis Obispo County, our Bay Area office, and client sites. Applicants must reside around San Luis Obispo County.

Position Overview

Eaton & Associates is looking for a proactive Help Desk Engineer to join our team! As a key member of our technical support team, you will be the first point of contact for our clients, helping them solve a wide range of IT issues and ensuring their systems run smoothly. Whether you’re troubleshooting computer systems, monitoring network infrastructures, or providing strategic IT guidance, you’ll play a crucial role in maintaining our high standard of service.

You will have the opportunity to use your technical skills in a variety of areas, from diagnosing network issues to running diagnostic programs and asking the right questions to get to the root of technical problems.

If you’re a customer-focused IT professional with a passion for problem-solving, we want to hear from you!

Responsibilities:

• Provide responsive, high-quality technical support for hardware, software, computer systems, and network issues
• Communicate with clients over the phone, email, and our internal ticketing system to troubleshoot issues
• Ask the right questions to diagnose and pinpoint the nature of technical issues
• Guide clients through problem-solving processes and escalate more complex issues as needed
• Run diagnostic programs to identify and resolve underlying problems
• Resolve issues for Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Install, modify, and repair computer software to maintain client systems
• Implement security measures to prevent system interruptions or breaches
• Follow up with clients to ensure issues are fully resolved and they are satisfied with the outcome
• Emergency after-hours support services (priority-one issues only)

Qualifications:

• College degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience
• 3+ years of experience as a Help Desk Engineer, System Administrator, or in a similar technical support role
• Experience with MSP tools and environments, including platforms such as AutoTask, Microsoft 365, and Active Directory, is highly preferred
• A+ and/or Net+ Certifications preferred; additional relevant certifications a plus (e.g., Microsoft, Cisco)
• Proven ability to troubleshoot and resolve technical issues across various operating systems (Windows, macOS, Linux, Android, iOS) and devices (laptops, desktops, tablets, mobile devices)
• Experience working with cloud platforms (Azure, AWS, Google Cloud) is a plus
• Excellent customer service skills, with the ability to handle client interactions professionally
• Strong organizational and time management skills
• Positive, solutions-oriented attitude with strong problem-solving abilities

Company Background

Eaton & Associates is an IT Sales, Consulting, and Managed Services provider with 30+ years of experience in the industry. Based in the San Francisco Bay Area, we serve a diverse clientele across California, including government, education, non-profit organizations, SMBs, and enterprise organizations. Our founder-led team is known for delivering expert technical solutions tailored to each client's specific needs. We have a wide range of experience and technical expertise and are constantly evolving with the changing technological landscape. As a family business, we focus on long-term relationships and collaboration, offering a human-centered approach to IT. Our culture is built on consultation, partnership, and trust, ensuring our clients have a reliable, experienced, and innovative partner to help them achieve their business goals.

*AIXTEK d.b.a. Eaton & Associates is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best available persons in every job. Company policy prohibits unlawful discrimination based on federal, state, or local laws.

*Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Job Type: Full-time

Pay: $29.00 - $34.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off

Application Question(s):

• Are you comfortable with providing on-call pager coverage, consisting of one week every six weeks (supporting priority-one issues only)?
• Are you able to travel up to 10% of the time using any reliable form of transporation? This is a primarily remote position, with occasional travel to meetings in San Luis Obispo County, our Bay Area Office, and client sites.
• Where in California are you located? (Please note: Candidates must reside in California to be considered for this position.)

Experience:

• Technical support: 3 years (Required)

Work Location: Hybrid remote in San Luis Obispo, CA 93401