Technical Support Engineer (West Coast Hours)

Tyson & Mendes LLP; San Diego, Northern (CA, KY); Hybrid; USD 34,000 - 48,000; Full time

Benefits offered by this job

401(k) company match

Health, vision, dental coverage

Technology reimbursement

Paid parental leave

Vacation time accrual

Educational reimbursement

Job summary

TYSON & MENDES is seeking a Technical Support Engineer working remote to support firm employees nationwide. The role emphasizes troubleshooting, end-user support, and solution finding across multiple platforms with focus on Windows, 365, and ITIL/ITSM practices.

The ideal candidate will have strong problem-solving skills, urgency, and the ability to translate tech concepts to non-technical staff, reporting to the IT Supervisor.

Qualifications

• 2+ years of service desk or help desk experience.
• Associate degree or higher in CS, Engineering, or related field.
• Experience with Windows, Microsoft 365, Exchange and Azure.

Responsibilities

• Administer end-user workstations and support activities using Windows.
• Analyze and resolve network hardware and software issues.
• Manage WAN/LAN, DMS, and remote computing; document issues in Zendesk.
• Translate technical concepts to non-technical staff.
• Guide users on new software and equipment; maintain hardware and drivers.
• Assist with ITIL/ITSM practices and team documentation.

Skills

Windows OS

Microsoft 365

ZenDesk

ITIL/ITSM

Networking

Troubleshooting

Customer service

Remote support

Education

Associate degree or higher in CS/Engineering

Tools

ZenDesk

ServiceNow

FreshDesk

Job description

Technical Support Engineer (West Coast Hours)

TYSON & MENDES is looking for an IT Help Desk Technician to be remote support assisting firm employees nationwide. This candidate is responsible for troubleshooting issues and determining the best course of action for a solution. as well as problem solve for multiple locations and platforms including ongoing technical support to remote area networks, Internet and EDI communications.

A successful IT Technician must have a good, working knowledge of computer software and hardware and a variety of internet applications, networks, Microsoft 365, and Windows operating system. The ideal candidate will also have great troubleshooting abilities, sense of urgency, and attention to detail.

This position is either an 8:30am-5:00pm or 9:00am-6:00pm Western Time shift. You will report directly to the IT Supervisor.

Responsibilities

• Administer end-user workstations and support end-user activities utilizing Microsoft Windows
• Analyze and resolve network hardware and software failures if/when they occur
• Daily management and training of network devices and security, Document Management Systems, Microsoft Office Suite, WAN/LAN, including remote computing solutions and desktop support
• Ability to translate technology to non-technical staff and users
• Provide orientation and guidance to users on how to operate new software and computer equipment
• Maintenance and dissemination of desktop hardware including peripherals and hardware driver installation
• Identify and resolve issues related to desktop hardware and software issues both locally and at remote locations
• Ability to research and collaborate in resolving issues associated with software applications.
• Maintain records/logs of repairs and fixes within ZenDesk
• Other priorities and projects as assigned

Requirements

• 2+ years of relevant work experience in a service desk or help desk role
• Associates’ degree or higher in Computer Science, Engineering, or a related discipline
• CompTIA A+ certification preferred
• Experience working in ZenDesk, ServiceNow, FreshDesk or a similar ticketing system preferred
• Experience working with and troubleshooting wireless network support
• Experience working in a Windows, Microsoft 365, Exchange, and Azure environment
• MacOS and iOS knowledge/experience a plus
• Working knowledge of LAN/WAN networking
• Ethernet, cabling, hubs, network protocols, printers/scanners/copiers, LCDs, and multimedia presentation technologies support
• Excellent ability to troubleshoot hardware and software issues
• Excellent technical and problem-solving skills
• Outstanding organizational and time-management skills
• Excellent written and communications skills
• Excellent interpersonal skills and an understanding of technical resources
• Outstanding sense of urgency
• Experience working in an ITIL or ITSM environment required
• Experience writing and/or contributing to team documentation library preferred

Compensation Package

• The hourly pay range of $25-35/hour, depending on experience
• Overtime paid at 1.5× the regular hourly rate, as needed
• Comprehensive benefits coverage offered, including plans available at zero employee cost (average annual employee contribution for health/vision/dental coverage is $700-1,700)
• Employee Assistance Program through HealthAdvocate
• Employees benefit from a 401(k) program that includes a 100% match on the first 3% contributed and a 50% match on the following 4-5%
• Vacation time is accrued annually at the employee’s base rate
• Employees receive a monthly technology reimbursement of $60
• Paid parental leave at base pay
• 37.5-hour standard workweek designed to promote balance and prevent burnout
• Educational reimbursement program for non-attorney eligible team members (up to $3,500 per calendar year)
• Internal diversity and inclusion programs, such as the Women’s Initiative and Young Professionals Initiative
• Firm-wide charitable giving program
• Numerous social and off-site events each year to enrich your relationships with your colleagues

We’re one of the fastest-growing civil defense firms in the country—known for breaking the mold of the traditional law firm. Our dynamic, diverse team of trial attorneys delivers exceptional results, from landmark cases like Howell v. Hamilton Meats to numerous defense verdicts across the nation.

But we don’t stop at great legal work—we invest in our people. With specialized training in our proven defense methods, clear paths to leadership, and robust professional development, we empower attorneys to grow their careers, build their personal brands, and become leaders in the field.

OK, now for the legal copy (we are a law firm, after all). It is Tyson & Mendes’ policy to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit-based factors. By the way, if you read all of this, congratulations – we can already tell your attention to detail is exceptional.

NOTICE TO APPLICANTS/EMPLOYEES OF TYSON & MENDES: Please take notice that the Firm collects certain information about you. For more information on the Firm’s policies, please refer to the document provided here.

Pay Range

$25 - $35 USD