Senior Help Desk Engineer

Allsafeit; Pasadena (CA); On-site; USD 66,000 - 73,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with employer matching

2 weeks vacation/year

8 paid holidays per year

Certification exam reimbursement

Dog-friendly office

Job summary

AllSafe IT in Pasadena, CA, is seeking an experienced IT support professional to deliver advanced technical assistance to clients, VIPs, and internal teams. You will work across Windows, Office 365, networking, and security tools, providing on-site support in the greater Los Angeles area.

The role requires 10–15 years of escalated support experience in an MSP environment, strong documentation habits, and a proactive approach to learning new technologies while following defined workflows.

Qualifications

• 10–15 years of experience handling escalated support requests.
• Experience with MSPs and ticketing systems such as ConnectWise, Autotask or Kaseya.
• Advanced experience with a wide variety of helpdesk tools and ticketing systems.
• Knowledge of cybersecurity risks and best practices for protecting data and systems.
• Experience documenting procedures, troubleshooting steps and resolutions.
• Willingness to travel to client sites for on-site support.

Responsibilities

• Provide advanced technical support to clients, VIPs, and internal teams.
• Provide on-site support to clients throughout the greater Los Angeles area.
• Act as a point of escalation and complete incident and change management tickets.
• Serve as a project resource or technical owner and ensure QA; improve technical documentation.
• Continue to cultivate knowledge and skillset, always learning new technologies.

Skills

Windows Server & Networking

Office 365

Microsoft Hyper‑V

macOS & iOS

Cisco Meraki

Dell PowerEdge

Sophos XG Firewall

Azure Administration

VMware

Datto / Veeam

Tools

ConnectWise

Autotask

Kaseya

Job description

About You:

• <50 minutes from our office in Pasadena, CA
• Ability to travel to client sites for on-site support
• You thrive in a structured, process-driven environment and believe that following well-defined workflows leads to the best results.
• You take ownership of your work, hold yourself accountable, and seek out candid feedback as a tool for growth.
• You embrace continuous improvement and are adaptable to adjustments in your role.
• Experience with a Managed Service Provider (MSP) and familiarity with ticketing systems (such as ConnectWise, Autotask, or Kaseya)
• 10-15 years of experience handling escalated support requests
• Advanced experience with a wide variety of helpdesk tools and ticketing systems
• Knowledge of cybersecurity risks and best practices for protecting sensitive data and systems
• Experience documenting procedures, troubleshooting steps, and resolutions
• *Preferred*Experience or Certifications: MS-900, MS-700, MS-721, MS-102, MD-102, AZ-900, AZ-104, AZ-305, AZ-800, SC-900, SC-300, SC-200, and ACSP

Skills:

• Achieved certification or advanced experience in architecting or designing from the ground up in the following areas: Windows (Servers & Networking), Office 365, Microsoft Hyper‑V, Apple MacOS and iOS, Cisco Meraki, Dell PowerEdge, Sophos XG Firewall and Central Endpoint and Server, Ubiquiti UniFi Network and Enterprise Wireless, Datto, Veeam Backup and Replication, IronScale, Azure Administration, APC UPS Management, Powerchute Business, VMWare Certifications
• Deep understanding of IT systems, hardware, software, and networking concepts to quickly diagnose and resolve complex technical issues
• Strong focus on customer satisfaction and relationship building
• Excellent verbal and written communication skills
• Managing multiple tasks simultaneously, prioritizing, and meeting deadlines
• Ability to collaborate effectively with other team members
• Willingness to adapt to change and interest in professional growth
• Ability to follow detailed processes

About Us:

AllSafe IT is a Managed Service Provider (MSP) that delivers services to small to medium sized businesses.

• Health, dental, and vision insurance 401(k) with employer matching
• 2 weeks of vacation/year
• 40 hours of sick pay/year
• 8 hours of paid volunteer time/year
• 8 paid holidays per year
• Reimbursement for passing quarterly certification exams
• Bonusly employee‑to‑employee recognition program
• Dog-friendly office

Our Values:

• We do what we say we'll do.
• We care about the process.
• We are generous with what we know.
• We enjoy the people we work with.
• We choose compassionate candor.

Job Responsibilities:

• Provide advanced technical support to clients, VIP, and internal teams
• Provide on‑site support to clients as assigned throughout the greater Los Angeles area
• Act as a point of escalation and complete incident and change management tickets
• Serve as a project resource or technical owner and ensure quality assuranceImprove technical documentation for all incident and request management, maximizing efficiencies in workflow and profitability
• Continue to cultivate knowledge and skillset, always learning new technologies

Pay:

$48.08-52.89/hr