Help Desk Technician I

Would you like to join one of the fastest growing MSPs in the Nation?

Xobee Networks is on a mission to transform IT support, and we are growing fast! With thousands of clients across California and the United States, we’re seeking a driven and tech-savvy IT Field Technician in the East Los Angeles area to join our elite team of IT professionals.

At Xobee, you won’t just have a job - you’ll be part of a dynamic, forward-thinking company where innovation and growth are at the core of everything we do.

What we offer:

• Competitive pay
• Lucrative commissions
• Comprehensive benefits package
• A collaborative and energetic work environment

If you're passionate about technology, thrive in fast-paced environments, and love solving real-world problems, we want to hear from you!

POSITION OVERVIEW:

The Help Desk Technician I is responsible for providing exceptional customer service and technical support to Xobee’s clients and vendors, and has proven experience troubleshooting problems ranging from server, network, and PC issues. Tier I acts as the first primary support representative in logging and responding to customer service requests, as well as manages calls and tickets delegated by dispatch. The Help Desk Technician I is highly motivated with the desire and drive to learn quickly. Candidates enjoy working in a fast-paced environment, with the ability to work independently or with a team.

This position requires work during normal business hours (M-F 8am-5pm), however, operational needs may require additional time outside normal business hours.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

The following is a list of essential job functions and responsibilities for the Help Desk Technician I. Other duties and responsibilities may be added as needed, or modified from time to time.

• Diagnose and resolve support tickets that come in via phone, email or chat.
• Clearly communicate with clients in a professional and timely manner to keep them informed about the progress of their service requests and incidents.
• Collaborate with internal team members regarding resolutions to various client issues.
• Utilize experience and knowledge to assess issues and provide solutions.
• Take ownership of tickets and client interactions.
• Assist with responding to alerts and tickets from various monitoring systems.
• Document resolutions and update procedures that may be outdated.
• Report critical incidents or problems that become too complex for self-resolution.
• Escalate issues to Tier II when necessary.

REQUIRED SKILLS AND EXPERIENCE:

Minimum of 12 months experience administering/supporting the following:

• Small business LAN troubleshooting
• Microsoft365/Azure Active Directory
• Microsoft Windows Server 2012 and above
• Help desk or relevant customer service skills
• Experience with PSA and RMM tools
• Fundamental understanding of DNS, DHCP, and TCP/IP
• Knowledge of backup technologies
• Knowledge of security practices and policies

Preferred Skills and Experience:

• Strong MSP or similar work experience
• Associate or Bachelor’s degree in a computer related field required. Relevant and significant industry experience may provide as a substitute for education
• Any Microsoft, Cisco, Security+ or other certifications is a plus
• Sophos software and hardware
• ITGlue
• Experience with ConnectWise Automate/Control is a plus
• Veeam Backup and Replication
• VMware
• RDS environments
• Cisco/DUO

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be requested to enable individuals with disabilities.

• Possess the mobility to work in a standard office setting which will require regular sitting, standing, kneeling, squatting, walking and reaching.
• Ability to use your hands, fingers, arms, and legs to use standard office equipment and various technical equipment.
• Ability to lift up to 25 pounds.
• Ability to speak clearly and articulately in person and over the phone, and be able to read materials either printed or on a computer screen of various sizes and fonts.
• Possess a valid driver’s license and have the ability to drive your own vehicle.
• Must have the physical, emotional, and mental ability to manage stress and maintain attention to detail and accuracy despite interruptions.

COMPENSATION:

This is a non-exempt positon. Actual compensation will be based on factors such as experience, skills, knowledge, and other position related factors.

EQUAL EMPLOYMENT OPPORTUNITY

Xobee Networks provides equal employment opportunites to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteren status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Job Type: Full-time

Pay: $25.00 - $35.00 per hour

Expected hours: No less than 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: Hybrid remote in Scotts Valley, CA 95066