The Mice Groups, Inc.
Information Technology Support Technician
The Mice Groups, Inc., San Mateo, California, United States, 94409
Overview
Only local SF Bay Area residence need apply. Our Professional Services Division at The Mice Groups is seeking an IT Support Technician for a full-time opportunity. This position is expected to be 100% on-site in San Mateo/Redwood City, CA, and may require on-site work at client locations from SF to San Jose.
Responsibilities
Field incoming help requests from end users via telephone and work orders in a courteous manner.
Handle escalations from other techs and customers.
Build rapport and elicit problem details from help desk customers and clients.
Troubleshoot and perform routine maintenance of workstations and servers remotely and onsite.
Maintain a positive attitude with a fast-paced, detail-oriented, and multi-tasking work ethic.
Diagnose issues related to the required skillset.
Respond to, document, and close remote support tickets.
Maintain and update the customer database used for creating service request orders.
Assist customers in purchasing decisions when needed.
Maintain a safe, clean, and professional work environment and image.
Knowledge and Experience / Qualifications
5-7 years of IT Support experience.
Ability to be client-facing.
Expert in Mac support and maintenance with MDM tools (e.g., Jamf, Kandji).
Expert in SSO setup in tools like OneLogin, Okta, Azure AD and Google Workspace.
Expert in network troubleshooting for endpoints and servers.
Working knowledge of endpoint lifecycle policies, replacement options, and communication.
Working knowledge of Windows endpoint management and maintenance.
Working knowledge of asset management systems.
Working knowledge of Firewalls and Meraki switch / Wi‑Fi access point administration.
Working knowledge of Google Workspace and O365 administration.
Working knowledge of ticketing and workflow tools (e.g., Jira).
Working knowledge of Atlassian products, Notion, Asana, Verkada, Slack.
Understanding of role-based access controls and SAAS app maintenance via APIs.
Working knowledge of AD administration and maintenance.
Working knowledge of on-premises server deprecation and cloud migration.
Working knowledge of Change Management procedures and outage communication, including post-mortem reports.
Operational Management
Prioritize and schedule problems; escalate when appropriate.
Record, track, and document the problem-solving process.
Apply diagnostic utilities to aid in troubleshooting.
Identify and learn software and hardware used by the organization.
Test fixes to ensure the problem is resolved.
Follow up after resolution to assist users.
Develop help sheets and knowledge base articles for end users.
Perform related duties consistent with the scope and intent of the position.
Personal Attributes
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed; keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a collaborative, team-oriented environment.
Pay for this position is based on market location and may vary depending on job-related knowledge, skills, and experience.
Equal Opportunity / Privacy We are an equal-opportunity employer and value diversity at The Mice Groups Inc. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. The Mice Groups may share candidate information as described in our privacy policy. For details, see our Candidate Privacy Notice.
Additional
Seniority level: Associate
Employment type: Full-time
Job function: Information Technology
Industries: Computer and Network Security, Computer Networking Products, and Computer Hardware Manufacturing
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Responsibilities
Field incoming help requests from end users via telephone and work orders in a courteous manner.
Handle escalations from other techs and customers.
Build rapport and elicit problem details from help desk customers and clients.
Troubleshoot and perform routine maintenance of workstations and servers remotely and onsite.
Maintain a positive attitude with a fast-paced, detail-oriented, and multi-tasking work ethic.
Diagnose issues related to the required skillset.
Respond to, document, and close remote support tickets.
Maintain and update the customer database used for creating service request orders.
Assist customers in purchasing decisions when needed.
Maintain a safe, clean, and professional work environment and image.
Knowledge and Experience / Qualifications
5-7 years of IT Support experience.
Ability to be client-facing.
Expert in Mac support and maintenance with MDM tools (e.g., Jamf, Kandji).
Expert in SSO setup in tools like OneLogin, Okta, Azure AD and Google Workspace.
Expert in network troubleshooting for endpoints and servers.
Working knowledge of endpoint lifecycle policies, replacement options, and communication.
Working knowledge of Windows endpoint management and maintenance.
Working knowledge of asset management systems.
Working knowledge of Firewalls and Meraki switch / Wi‑Fi access point administration.
Working knowledge of Google Workspace and O365 administration.
Working knowledge of ticketing and workflow tools (e.g., Jira).
Working knowledge of Atlassian products, Notion, Asana, Verkada, Slack.
Understanding of role-based access controls and SAAS app maintenance via APIs.
Working knowledge of AD administration and maintenance.
Working knowledge of on-premises server deprecation and cloud migration.
Working knowledge of Change Management procedures and outage communication, including post-mortem reports.
Operational Management
Prioritize and schedule problems; escalate when appropriate.
Record, track, and document the problem-solving process.
Apply diagnostic utilities to aid in troubleshooting.
Identify and learn software and hardware used by the organization.
Test fixes to ensure the problem is resolved.
Follow up after resolution to assist users.
Develop help sheets and knowledge base articles for end users.
Perform related duties consistent with the scope and intent of the position.
Personal Attributes
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed; keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a collaborative, team-oriented environment.
Pay for this position is based on market location and may vary depending on job-related knowledge, skills, and experience.
Equal Opportunity / Privacy We are an equal-opportunity employer and value diversity at The Mice Groups Inc. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. The Mice Groups may share candidate information as described in our privacy policy. For details, see our Candidate Privacy Notice.
Additional
Seniority level: Associate
Employment type: Full-time
Job function: Information Technology
Industries: Computer and Network Security, Computer Networking Products, and Computer Hardware Manufacturing
#J-18808-Ljbffr