Located in the heart of Beverly Hills, SimpleTech is a Managed Service Provider (MSP) delivering our clients with an industry-leading Information Technology (IT) experience. We know that all businesses, regardless of size and industry, are increasingly dependent on IT and rely on our expertise and availability to help them accomplish their goals. With SimpleTech’s integrated IT solutions, our customers can quickly achieve their business objectives.

Help Desk Administrator / Onsite

Hours: 8:30 AM – 5:30 PM

Salary: $20 - $25 / Hour

Overtime on an as-needed basis

Benefits: Retirement, Medical, Bonus, Paid Vacation

We are currently looking for a full-time IT Help Desk Administrator to join our dedicated SimpleTech team. As an esteemed member of our team, your presence will be invaluable in delivering Tier I support to our customers. In this dynamic position, you will effectively handle critical customer issues through diverse communication channels, including phone, email, web, and on-site interactions, ensuring prompt and professional resolutions.

Responsibilities:

- Serve as a vital member of the SimpleTech team, fulfilling the role of Help Desk Administrator and delivering technical support to customers through phone, web, and email, while ensuring timely and professional resolution of critical issues.

- Provide excellent customer service to both customers and staff, exhibiting a service-driven attitude.

- Answer all incoming Help Desk calls promptly and assist customers with their technical concerns.

- Utilize industry-standard PSA (Professional Services Automation) tools to effectively manage support tickets.

- Offer Tier I technical support via phone, web, and email, addressing customer inquiries and resolving basic technical issues.

- Diagnose, resolve, and escalate complex technical problems to Tier II staff when necessary.

- Assist with daily tasks such as managing Active Directory, Microsoft 365, backups, end-point security, and RMM (Remote Monitoring and Management) tools.

- Aid in client installations and contribute to ongoing projects.

- Prepare and maintain relevant documentation to ensure accurate record-keeping.

Education and Experience:

- High school diploma or equivalent is required.

- 3-5 years of experience working in an IT Help Desk environment.

- Strong desire and ability to learn new skills.

- Ability to quickly assess customer complaints and escalate issues to higher-level technicians when needed.

- Demonstrated ability to work both independently and collaboratively as part of a team.

- Proficient telephone etiquette and excellent communication skills.

- Basic technical knowledge and troubleshooting skills related to computers and networks.

- Possess a service-oriented personality with exceptional customer service abilities.

- Excellent verbal and written communication skills.

- Ability to efficiently manage multiple tasks with minimal supervision.

- Strong problem-solving and prioritization skills.

- Solid experience with both Windows and Macintosh operating systems, both as a user and as a technician.

- Preferred experience in maintaining and troubleshooting domain environments.

- Working knowledge of Microsoft Office applications including Outlook, Word, and Excel.

- Familiarity with Windows Server, Microsoft 365, and Microsoft Active Directory is advantageous.

- Experience with trouble ticketing systems and remote management tools is preferred.

SimpleTech, LLC.

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Information Technology Help Desk Support