What are the responsibilities and job description for the Help Desk Engineer- Tier III position at AllSafe IT?
About You
- Commute is <50 min to Pasadena, CA. All positions are in-office 5 days a week.
- Experience with a Managed Service Provider (MSP) and familiarity with ticketing systems (such as ConnectWise, Autotask, or Kaseya)
- 3-4 years of experience handling T1-3 IT support requests
- Love of learning and willingness to continually grow
- Proactive in identifying and resolving issues before escalation
- Interest in process improvement and contributing to team success
Skills:
- Experience with: Microsoft: Identity and Access Administrator Associate, Security Operations Analyst Associate, Security, Compliance, and Identity Fundamentals, Power Platform Fundamentals; Azure Fundamentals, Administrator Associate, Solutions Architect Expert; Addigy ACE; VMware Certified Technical Associate
- Experience troubleshooting and managing without supervision: Datto Advanced Technician, Ironscales Mail Administrator, Cisco Meraki Solutions Specialist, M365: Teams Administrator Associate, Plan and design Teams, AZ-800; Sophos XG Firewall Engineer and Central Endpoint and Server Engineer, UniFi Network and Ubiquiti Enterprise Wireless, Veeam Backup and Replication
- Experience architecting or designing from the ground up: M365 Fundamentals and Modern Desktop Administrator; Comptia A , Server , and Network ; Apple Certified Support Professional (ACSP)
- Understanding of IT systems, hardware, software, and networking concepts to quickly diagnose and resolve technical issues
- Strong focus on customer satisfaction and relationship building
- Ability to communicate technical information to non-technical stakeholders and elicit underlying needs that may not be explicitly stated
- Managing multiple tasks simultaneously, prioritizing, and meeting deadlines
- Ability to collaborate effectively with other team members
- Willingness to adapt to change and interest in professional growth
- Ability to follow detailed processes
About Us
AllSafe IT is a Managed Service Provider (MSP) that delivers services to small to medium sized businesses. Our values are: Good Character, Deliver the Perfect Client Experience, Pursue Growth, Create Fun, and 100% Teamwork.
- Health, dental, and vision insurance
- 401(k) with employer matching
- 2 weeks of vacation/year
- 40 hours of sick pay/year
- 8 hours of paid volunteer time/year
- 8 paid holidays per year
- Monthly employee outings! Some things we’ve done this year are: Dodgers game, pottery wheel class, karaoke, Top Golf, escape room, etc.)
- Performance-based quarterly bonus program
- Weekly "stretch goal" bonus program
- Free employee parking and mileage reimbursement (if needed for client sites)
- Reimbursement for passing quarterly certification exams
- Bonusly employee-to-employee recognition program
- Dog-friendly office
Job Responsibilities:
- Provide excellent technical support to clients and internal teams, including on-site assistance
- Provide technical documentation for all incident and request management, suggesting efficiencies where appropriate
- Continuous growth in skillset and benchmarks, working towards T4 skills
- Acting as a technical owner and providing VIP client support
- After-Hours On Call Rotation
Pay: $32-45/hr
Salary : $32 - $45
