Help Desk Technician (Level 1)

Tech Guardian; Lembang; On-site; IDR 766,845,000 - 859,628,000; Full time

Job summary

Tech Guardian is seeking a Help Desk Technician (Level 1) to join our MSP team. You will handle tickets via phone, email and chat, assist senior engineers, and ensure timely, documented resolutions across hardware and software issues.

This role requires 2+ years in a help desk or field tech role, plus A+, Network+, and Security+ certifications. Earnings: $20.60–$23.12/hour, travel support and bonus structure. Office-based with client-site travel and ongoing training.

Qualifications

• 2+ years of Help Desk/Field Tech experience, MSP preferred.
• Certs: A+, Network+, Security+.

Responsibilities

• Answer tech support phone calls, emails, texts, tickets, and chats.
• Support senior engineers on projects.
• Resolve tickets within SLA.
• Document troubleshooting steps and create knowledge-base articles.
• Troubleshoot hardware, assemble PCs, replace components.
• Monitor and remediate system alerts.
• Remote troubleshooting and quick issue diagnosis.
• Remove malware/viruses; troubleshoot backups and file restorations.
• Troubleshoot VoIP, set up phones and phone systems.
• Create and migrate user profiles; troubleshoot TCP/IP, DNS, DHCP, VPN.
• Work with switches/routers/firewalls; operate in HyperV/VMware.
• Assist sales/marketing with technical tasks and general admin.

Skills

MSP experience

PSA/Ticketing System

RMM tools

Service oriented

multitask

Follow procedures

Eager to learn

Broad tech knowledge

Meticulous

Resourceful problem solver

Team player

Professional communication

Organizing resources

Work under pressure

IT best practices

Technical documentation

Client rapport

Education

2+ Years Help Desk/Field Tech Experience

A+ Certification

Network+ Certification

Security+ Certification

Job description

Position – Help Desk Technician (Level 1)

Company: Tech Guardian

Status: 40 Hours a Week

Initial Compensation: $20.60 – $23.12/hour (based on experience and certifications); plus travel and a significant bonus structure

Company Description

Tech Guardian is a Managed Service Provider (MSP) that has been in business for over 19 years. We are an award-winning IT company rated in the top 5% in USA, with expertise across all IT environments. Our office is located in Lake Elsinore and we serve small and medium businesses throughout the Inland Empire. Tech Guardian provides something different than what is traditionally done in the IT space. We provide proactive IT services, not break/fix, so our techs are responsible for engineering system solutions to protect customers from downtime. Our business is steadily growing, and we need engineers and technicians with a strong desire to grow with our company and be a team player. Tech Guardian values its employees and invests in their long-term growth. We expect our technicians to advance and grow in the company by certifying in a range of products and we compensate with pay raises with each certification. We provide paid technical training each week, and we reimburse the cost of each passed certification. Every team member becomes a part of the Tech Guardian family, and we frequently have team activities to maintain strong working relationships. Our employees work for Tech Guardian because they enjoy the atmosphere, the camaraderie and the challenge of solving new problems each day.

Objective

Responsibilities

• Answer tech support phone calls, emails, texts, ticketing system and chats
• Support senior engineers on projects
• Resolve tickets and ensure they are completed within SLA’s
• Fully document all troubleshooting steps and create knowledge-base articles of resolutions
• Troubleshoot hardware, assemble PC’s and replace components
• Monitor system alert tickets and are proactive in remediation of issues
• Remotely troubleshoot and quickly diagnose issues
• Remove malware and viruses
• Troubleshoot backups and perform file restorations
• Troubleshoot VoIP, setup new phones and manage phone systems
• Setup new user profiles and migrate old user profiles
• Troubleshoot TCP/IP networks including RDP, DNS, DHCP, WINS and VPN
• Basic troubleshooting of switches, routers and firewalls
• Work in virtual environments such as HyperV/VMware
• Assist sales and marketing personnel with technical tasks
• Assist with general administrative tasks

Required Skills

• Previous experience working for an MSP a plus
• Experience with PSA/Ticketing System and RMM tools
• A service oriented attitude – you do what it takes to get the job done correctly
• Have the ability to work multiple tickets simultaneously and manage time carefully
• Ability to accept directions, follow procedures and work directly with senior techs
• Be eager to learn, pick up new technologies and be proficient in a short time
• Working knowledge of a broad range of technologies
• Meticulous – you have a fine eye for details
• Resourceful Problem Solver – you always find a way to make it work
• Be a team player, avoid complaining and motivated to advance and grow
• Convey confidence while building rapport with clients
• Reliable, trustworthy and honest
• Have a teachable and positive attitude at all times
• Articulate – you can communicate professionally over the phone, in person and in writing
• Ability to communicate technical information to nontechnical people
• Skill in organizing resources and establishing priorities
• Ability to work under pressure and manage stress

About You

• 2+ Years Help Desk and/or Field Tech Experience (MSP Preferred)
• Desired Certs: A+, Network+, Security+

About The Job

• This is not an entry-level position
• Work from our office and occasional travel to clients’ facilities
• $20.60 – $23.12/hour (based on experience and certifications); plus travel and significant bonuses
• Competitive benefits package available after 90 days
• Typical shift: 7:30am – 5pm M-F with some evenings and weekends (on a rotational basis)
• Access to top tier training materials and certifications
• Must be able to pass a drug test
• Principals only. Recruiters please don’t contact this job poster
• Please, no phone calls about this job!
• Occasionally lift and/or move up to 50 pounds
• Frequently bend, lift, stand, and crawl under desks
• Learn and apply IT best-practices