Senior IT Technician at High Growth IT Startup

Job Description

Job Description

Senior IT Technician at High-Growth IT Startup

Cascade is a rapidly growing MSP (managed service provider), offering tech services in the Bay Area and beyond. We provide world-class service to high-end clients in the Financial Services industry.

About the role:

We're looking for a new team member who can use their technical and customer service skills to impress our clients, while also learning and advancing quickly, and playing a key role in our company's growth. We’re looking to provide an above-market compensation package for an exceptionally high level of customer service skills to very demanding end users, so only candidates who are highly confident of their ability to provide high-touch service should apply. This position is a hybrid role however being based in either Los Angeles or the San Francisco Bay Area is essential for this role as on-site work will be a requirement.

We are looking for someone with:

• Exceptional customer service skills, including a clear communication style, very high reliability, and full ownership of all issues to complete resolution.
• Demonstrable experience supporting Mac OS workstations. (PC experience is a plus)
• A passion for developing hard and soft skills and career advancement.
• Ownership and leadership character traits.
• Ticketing system organization and upkeep experience.
• The ability to be receptive and action-oriented in response to constructive feedback.
• A calm and focused demeanor in high-pressure situations.
• Strong professional and technical communication skills (both written and verbal).
• At least 5 years of help desk experience.
• At least moderate networking knowledge (DHCP, DNS, VPN, teleworker connectivity issues).
• Experience with Jamf Pro or other MDM platforms.
• Optional experience supporting finance/accounting applications. (QuickBooks, Sage, Axys, etc.)
• Basic understanding of bash and/or Power-shell scripting is a plus.

Some responsibilities include:

• Working directly with our clients to tackle high-level technical problems.
• Providing technical support by phone, email, chat, and (as needed) in person.
• Working on challenging technical projects.
• Participating in an on-call rotation.
• Creating and maintaining technical documentation.
• Maintaining internal infrastructure. (Atlassian, SAML/SS, VPNs, Linux System Administration, SSL Certificates, etc.)

Compensation, benefits, and perks:

• Above-market base salary for excellent technical and communication skills.
• 95% coverage for medical/dental/vision premiums and more.
• 401k with employer match.
• $125 monthly technology reimbursement.
• $150 monthly meal stipend.
• $100 healthy living expense program.
• Generous reimbursement and bonuses for learning and training, including technical certifications.
• Flexible working hours.
• Regular work from home.
• Generous PTO, sick and family leave policies.

At Cascade, we have committed ourselves to being a diverse and inclusive workplace, ensuring our employees are comfortable bringing their authentic selves to work every day. We value unique perspectives and believe this is critical to solving complex problems. Everyone is welcome and encouraged to apply.