Help Desk Technical Support Specialist - East Coast Hours (5am to 2pm Pacific)

Job Description

Job Description

Technical Support Specialist

myCRE Inc is a Cloud Hosting and Managed Service IT solution and consultancy company, looking to add a Help Desk Technical Support Specialist to join our talented team. The Help Desk Technical Support Specialist will demonstrate technical competency in helping build out, maintain, and troubleshoot networks for our clients. The position reports to the Owners and IT Service Manager. myCRE offers a generous benefit package including health, vision and dental insurance options and 401k with matching. Occasional onsite work may be required that may include travel.

This listing is for an East Coast technician who will be working with the Managed Services team based in San Diego, CA, to provide managed service support to East coast clients. We would also consider a candidate located in Central or Mountain time zones willing to work the hours stated. The hours for the role will be 8am ET to 5pm ET or 5am to 2pm PT with a meal break.

We are not looking to add candidates outside the continental USA at this time.

Job Description

Client Facing Roles and Responsibilities:

• Responsible for answering calls and providing timely support for clients by phone, email, or remote.
• Provide quick responsive remote support to our managed service clients support using remote control software.
• Responsible for field support, either scheduled or on demand. Employee vehicle is expected to be in good working order and insured. Mileage reimbursement will be provided.
• Responsible for scheduled maintenance and monitoring checks as assigned. Employee may be assigned routine maintenance checks in addition to user support issues. This may include but is not limited to backup checks, windows updates, anti-virus updates, mailbox, and resources checks, among other routine tasks. These tasks will be assigned and should be completed any time during the day assigned between other client issues.
• Take responsibility and ownership to ensure complete satisfaction of our clients.
• Ability to troubleshoot and resolve issues with third party applications, network connectivity.

Internal Roles and Responsibilities:

• Participate in on-call rotation responsibilities. Occasional weekend or evening work may be required for projects.
• Input and maintain client network and application documentation utilizing myCRE’s documentation system.
• Ability to communicate effectively & work well in a team environment.
• Daily tracking of billable work via the ticketing system.

Qualifications and Education Requirements:

· Minimum High School Diploma or GED required, a higher level degree preferred.

· Minimum 2 years’ experience in technical support. Experience with a managed service provider preferred

· Ability to lift 50lbs with assistance and carry 25-30lbs on occasion

Preferred Skills - An assessment of skills will be performed during the hiring process.

• 2 or more years supporting Windows Desktop Environment
• Experience with Windows Server Administration
• Working knowledge of Active Directory
• Client VPN installation and support
• Desktop AV and anti-malware administration and resolution
• Experience with Microsoft Office and Microsoft O365 Support
• Experience with On-Premises Exchange helpful
• Experience with Backup & Recovery Procedures
• Experience with VMware, ProxMox or Hyper-V preferred
• Basic understanding of network troubleshooting techniques
• Familiarity with SSL Certificates, DNS troubleshooting
• Familiarity with Apple products helpful but not required
• Mobile Device Support helpful
• Previous experience with Service Desk ticketing systems a plus but not required

References will be requested.

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year. Salary will be commensurate with experience.

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