Desktop Support Technician

Alfa Tech Cambridge Group; Monrovia (CA); Hybrid; USD 50,000 - 59,000; Full time

Job summary

AlfaTech in Monrovia, CA is seeking a Desktop Support Technician to deliver day-to-day on-premise end-user support. This hybrid role requires 3 days in the Monrovia office and involves supporting Office 365, MFA, and end-user devices.

The ideal candidate has strong customer service skills, Windows 11 expertise, and familiarity with AD/Azure AD, Teams, Zoom, and Revit. IT certifications are a plus, with a focus on security and reliability.

Qualifications

• Proven excellence in customer service, interpersonal, customer-facing communication skills, and best-in-class customer support.
• Experience administering Active Directory, Azure AD, Office 365, and group policies.
• Strong experience troubleshooting complex Windows 11 operating systems issues.
• Ability to quickly diagnose and resolve technical issues and to eliminate those repetitive issues both on-site and remotely.
• Experience administering MFA platforms.
• Autodesk Revit experience is a plus.
• Mac OS X experience is a plus.
• BSc/ BA in IT, Computer Science, or relevant field. Additional minimum required certificates include CompTIA A+ and Microsoft Modern Desktop Administrator Associate.

Responsibilities

• Provide end-user support and customer service.
• Be present and visible to respond to questions from callers and walk-ins and remote users requiring technical assistance as needed.
• Track and thoroughly detail helpdesk request issues through ticketing system.
• Follow-up with customers to ensure their technology needs are being met and issues are resolved.
• Provide users with hardware support and troubleshooting needs.
• Provide users with software support for applications including Office 365, Teams, Zoom, Bluebeam, PlanGrid, TeamViewer, Dropbox, Kaspersky AV, Google Apps, AutoCAD & Revit.
• Assist with documenting workstations and/or laptop computer standards.
• Provide support for 2FA, including Duo Mobile and Cisco AnyConnect.
• Test and deploy hardware and software solutions.
• Assist with the creation and provisioning of on-prem AD and O365 accounts.
• Assist with the install, configure, and maintain of security software for all endpoints.
• Assist with maintaining O365 Teams phone system accounts.
• Keep aligned with industry, hardware, and software trends.
• Assist with the inventory management of software licenses, software, hardware and other IT supplies.
• Attend all IT related training sessions.
• Collaborate and assist other members of the desktop support team.
• Treat employees with fairness and respect regardless of their position, sexual identity, race, or tenure.
• Due to the Covid-19 pandemic, working remotely is acceptable. Use of a webcam is strongly encouraged in conjunction with Zoom and/ or Microsoft Teams for collaboration and support.
• You may be required to work outside of normal business hours, including occasional holidays, evenings, and weekends.
• Other duties as assigned by the Director of Corporate IT

Skills

Active Directory

Azure AD

Office 365

Group policies

Windows 11

MFA platforms

Customer service

Problem solving

Autodesk Revit

Mac OS X

Education

BSc/ BA in IT or CS

CompTIA A+

Microsoft Modern Desktop Administrator Associate

Tools

Office 365

Teams

Zoom

Bluebeam

PlanGrid

TeamViewer

Dropbox

Kaspersky AV

Google Apps

AutoCAD

Revit

Job description

Desktop Support Technician

About Us

At AlfaTech we believe in more than just engineering solutions; we believe in promoting a culture of agility, collaboration, and inclusion. As a leading consulting engineering firm, we provide thoughtful engineering design that is technologically forward thinking, innovative, and environmentally conscious, ensuring that our contribution to our built environment is flexible, sustainable, and lasting across all the market segments we serve.

If you're driven by a passion for engineering, innovation, and making a difference, if you thrive on challenges and adapt quickly to change, and if you are looking to be part of a dynamic team of empowered, smart, energized, professionals, then AlfaTech is the place for you.

Job Summary

The Desktop Support Technician is responsible for providing day to day on-premise end-use support assistance. Typical duties are shown below. Hours may be subject to change (outside of normal business hours). The Desktop Support Technician is under the supervision of the Director of Corporate IT.

This is a Hybrid Role that will require a minimum of 3 days in our Monrovia, CA office.

Core Responsibilities

• Primary responsibilities are end user support and customer service.
• Be present and visible to respond to questions from callers and walk-ins and remote users requiring technical assistance as needed.
• Track and thoroughly detail helpdesk request issues through ticketing system.
• Follow-up with customers to ensure their technology needs are being met and issues are resolved.
• Provide users with hardware support and troubleshooting needs.
• Provides users with software support for applications including Microsoft Office 365, Teams, Zoom, Bluebeam, PlanGrid, TeamViewer, Dropbox, Kaspersky AV, Google Apps, AutoCAD & Revit.
• Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications.
• Assist with documenting workstations and/or laptop computer standards.
• Provide support for 2FA, including Duo Mobile and Cisco AnyConnect.
• Test and deploy hardware and software solutions.
• Assist with the creation and provisioning of on-prem AD and O365 accounts.
• Assist with the install, configure, and maintain of security software (e.g., antivirus programs) for all endpoints.
• Assist with maintaining O365 Teams phone system accounts.
• Keep aligned with industry, hardware, and software trends.
• Assist with the inventory management of software licenses, software, hardware and other IT supplies.
• Attend all IT related training sessions.
• Collaborate and assist other members of the desktop support team.
• Treat employees with fairness and respect regardless of their position, sexual identity, race, or tenure.
• Due to the Covid-19 pandemic, working remotely is acceptable. Use of a webcam is strongly encouraged in conjunction with Zoom and/ or Microsoft Teams for collaboration and support.
• You may be required to work outside of normal business hours, including occasional holidays, evenings, and weekends.
• Other duties as assigned by the Director of Corporate IT

This is meant to summarize the role’s responsibilities and provide some information and structure. At AlfaTech we encourage our staff to think outside the box and explore opportunities beyond the confines of one’s stated responsibilities to bring new thoughts, ideas, and innovations to our company.

Ideal Candidate

• Proven excellence in customer service, interpersonal, customer-facing communication skills, and best-in-class customer support.
• Strong listener with solid problem-solving aptitude.
• Experience administering Active Directory, Azure AD, Office 365, and group policies.
• Strong experience troubleshooting complex Windows 11 operating systems issues.
• Ability to quickly diagnose and resolve technical issues and to eliminate those repetitive issues both on-site and remotely.
• Experience administering MFA platforms.
• Autodesk product (Revit) experience is a plus.
• Mac OS X experience a plus.
• BSc/ BA in IT, Computer Science, or relevant field. Additional minimum required certificates include CompTIA A+ and Microsoft Modern Desktop Administrator Associate.

Salary Range

This is a hybrid role that will require minimum 3 days in office each week. It is anticipated that the working days in the office will be done at our Monrovia, CA office. The expected salary range for candidates who will work in Monrovia, CA is $36.00 - $43.27 per hour. The final offer to our new team member will be dependent on several factors that may include but are not limited to the length, breadth, and depth of experience within the job and the industry, education, etc. ATCE is a multi-state employer, and this salary range may not reflect positions that work in other states.

San Francisco Notice

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Opportunity Employer

We are committed to creating an inclusive workplace and welcome applications from all qualified candidates. Employment decisions are based on qualifications, merit, and business needs.

Fair Chance

We will consider for employment qualified applicants with arrest and conviction records in accordance with applicable federal, state, and local laws