IT Service Desk Technician

Join Our Team as a Service Desk Technician in Pasadena, CA!

Who We Are:
At 5x5 Telecom, we’re all about shaking things up in the telecom world! We’re a dynamic team with a proven track record of making things happen, offering enterprise solutions like internet, VoIP, and managed services that blow the competition out of the water. With over 2 million annual users, we’re the only carrier with redundancy at all on-net projects, meaning less downtime and lightning-fast installs (1-2 days – yeah, we’re that quick! ).

The Role:
Are you passionate about technology, love solving problems, and excel at building relationships? Do you thrive in a fast-paced, collaborative environment? If you’re ready to take your IT career to the next level, we want YOU to be part of our dynamic team!

We are on the lookout for a motivated and experienced Service Desk Technician who combines technical expertise with exceptional people skills to deliver top-notch technical support and customer service. In this role, you will be the first line of defense for all Tier 1 support calls, tackling hardware, software, and network challenges while fostering positive interactions and trust with our users.

This on-site position is based in our vibrant Pasadena, CA, office with a consistent Monday through Thursday schedule, 8 am to 5 pm. Perfect for someone who values work-life balance while staying engaged in a stimulating, team-focused atmosphere.

What You’ll Do:
End-User Support

• Be the hero who responds promptly to technical support requests via phone, email, or ticketing systems.

• Troubleshoot hardware, software, and network issues with precision and efficiency.

• Provide step-by-step guidance to users, ensuring they feel supported and valued every step of the way.

Incident Management

• Take charge of logging, categorizing, and managing incidents in the ticketing system.

• Show your prioritization skills by escalating critical issues and ensuring swift resolutions.

• Follow established protocols to deliver consistent, high-quality results.

Hardware and Software Maintenance

• Install, configure, and maintain devices like desktops, laptops, and printers to keep systems running smoothly.

• Perform software installations, upgrades, and troubleshooting to optimize user experience.

• Ensure all systems are up-to-date with patches and routine maintenance.

User Training

• Empower end-users with basic training on hardware and software tools.

• Craft and update clear, helpful documentation and knowledge base articles.

Collaboration

• Work hand-in-hand with other IT teams to tackle complex technical issues.

• Communicate effectively with end-users and management, keeping everyone informed and aligned.

Proactive Problem Solving

• Analyze recurring issues and help implement long-term solutions.

• Continuously improve IT processes to enhance efficiency and reliability.

Why You’ll Love It Here:

• Be part of a forward-thinking team where your technical and interpersonal skills truly matter.

• Enjoy the satisfaction of making a real impact on our customers’ IT systems.

• Opportunities to grow your skills and advance your career in a supportive environment.

What We’re Looking For:
Must-Haves:

• Proven expertise in desktop support or a similar technical role.

• Proficiency in desktop operating systems (Windows, macOS), system administration, and network protocols.

• Strong knowledge of environments like MS 365 Suite, SharePoint, Adobe, Google Workspace, and Windows Servers.

• Outstanding communication and interpersonal skills to build trust and deliver exceptional service.

• A reliable vehicle and the ability to travel to client locations when needed.

• Strong communication skills, written and verbal.

• Physical ability to lift up to 50 lbs.

Education and Experience:

• High school diploma.

• 3 years of hands-on experience in desktop support or a related technical role.

Ready to Make a Difference?
If you’re ready to join a team that values your technical expertise and your ability to connect with people, we can’t wait to meet you! Apply today and take the first step towards an exciting new chapter in your career

Why 5x5?
Not only are we a fast-growing, forward-thinking company, but we also offer an awesome compensation package. Think competitive salary & great incentives, health/dental/vision benefits, 401k matching, PTO, parking, a great gym (included) and even a cell reimbursement! Plus, our hybrid work model gives you the flexibility to work remotely while keeping you plugged into our vibrant team in Pasadena.