IT Service Desk Technician

SMS Datacenter is a growing IT MSP for Managed Services, Colocation, Networking, Private Managed Cloud, and Help Desk. We are a team of engineers and techs who tackle new projects, challenges, and issues every day, supporting users’ workstations, infrastructures, and networks so they can focus on succeeding in their own jobs. If you enjoy intense days of helping users and working with fellow IT professionals to solve problems and create long-term solutions, then you may be a future member of our team! The Job Do you love solving problems and providing great experiences for people? Do you get excited from being challenged by different issues and environments each day? Are you looking to bring your skills and great attitude to a growing IT company, where the wellbeing of customers rests in your hands? We are looking for a Senior IT Service Desk Technician to join our team. You will travel to local customer sites nearby to provide on-site support for issues and projects, and remotely resolve escalations from junior team members when not on-site. You should have strong experience in desktop and infrastructure support, fundamentals of network device troubleshooting and configuration, and be able and willing to learn and improve your skills every day. This is a full-time on-site position located in Irvine, California. Candidates must live within 50 miles of the office and be able to commute to the office and nearby sites each day. This position requires US citizenship or a green card. Responsibilities Provide Level 2 support with excellent customer service for users, building a long-term professional relationship of reliability and trust Travel regularly to customer sites to perform proactive visits, resolve technical issues, and provide onsite support for planned work and unexpected incidents Take on escalations in-person and remotely, providing guidance and training to junior team members Diagnose and resolve issues involving Windows workstations, servers, Microsoft 365, networking, printers, mobile devices, and business applications across multiple client environments Help configure networking devices and provide remote hands for engineers Perform root cause analysis, identify recurring issues, and recommend improvements to increase stability, security, and operational efficiency Maintain complete documentation, including documenting work done, issue/project status, and time entries on tickets daily Participate in customer projects including workstation deployments, hardware replacements, Microsoft 365 migrations, infrastructure upgrades, and office moves Follow established operational procedures, security policies, and documentation standards Perform other job-related duties as necessary Minimum Qualifications 3+ years of full-time professional IT experience, including experience providing Level 2 or higher support Experience with Windows Active Directory, Group Policies, and various Windows OSes and platforms Experience troubleshooting Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, and Intune General networking knowledge including TCP/IP, VLANs, 802.11 (Wi‑Fi), VPN, DNS and DHCP Strong written and verbal communication skills Ability to prioritize multiple tasks while maintaining excellent customer service Valid driver's license and reliable transportation for onsite customer visits Relevant certifications by CompTIA (A+, Network+, Security+), Cisco (CCST, CCNA), Fortinet (FCF, FCA), Palo Alto (Apprentice, Practitioner), Microsoft, or equivalent knowledge Preferred Skills and Experience (Any) Experience supporting systems or networking at an MSP or other multitenant environment PowerShell Cloud computing (Azure/AWS), virtual desktops infrastructures, and hosted infrastructures VMware experience and/or certifications (vSphere, ESXi, vCenter) Virtual Desktop Infrastructure and Management of environments such as VMware Horizon, Citrix, and MS Remote Desktop Services of 50+ users Experience with O365 or Exchange administration, migrations, and security Backup and data recovery technologies experience (Veeam, Rubrix, etc) Experience supporting Microsoft technologies such as SQL, IIS, DFS, File and Print, etc Compensation and Benefits Total compensation will be determined by the evaluation of factors including relevant required and preferred skills, knowledge, experience, and other qualities, and is expected to start between $21.50 – $29.50 per hour. Exceptional candidates may additionally be considered for Tier 3 roles. Employees who complete the first 90 days of employment will earn Paid Time Off of up to 10 vacation/personal days, 5 sick days, birthdays off, and 8 company holidays each year. Full-time employees will be eligible for medical, dental, and vision insurance, along with 401(k). #J-18808-Ljbffr SMS Datacenter