IT Support Technician II

ArcSource is currently seeking a driven and growth-oriented individual to join our team as a full-time Tier-2 Helpdesk Support Technician. The ideal candidate will have at least 2, but preferably 5+ years of experience in a Windows technical support or sysadmin capacity and must be on-time, flexible, good-humored, and client-focused.

We are a diverse and successful team, providing best-in-class Managed IT Services to small and medium businesses around the San Francisco Bay Area. We work hard as well as smart, but that’s never stopped us from having fun along the way. We are looking for like-minded individuals that are interested in building a company with us.

If you are passionate about technology and about helping others with their technology needs, this is an opportunity to work with the latest hardware and software in a wide variety of small and medium business networks. You will use the best-in-class tools for professional services automation, remote management, monitoring, and cloud technologies. You will spend time both at our office and at the offices of our customers to provide excellent service in a variety of circumstances.

Our Helpdesk Support Engineers are responsible for the management, troubleshooting, and resolution of reactive service issues from our clients. This customer service position requires excellent communication, technical skills, and comfort in discussing computer issues with clients in plain English, not 'tech talk'.

Occasional evening and/or weekend hours required. This is a flexible position with the potential to grow into a career that you can help customize. Helpdesk Techs have many opportunities for advancement at ArcSource in multiple areas of service.

Required Personal Skills

• Excellent verbal and written English communication skills
• Elite troubleshooting and root-cause analysis skills
• Adaptive and creative problem-solving skills
• Very detail-oriented in planning, implementation, and follow-up
• Confident in working independently, but also a strong team player
• Computer hardware and software proficiency
• Poised and patient during phone-based tech support discussions
• Able to work across a range of initiatives and issues with various timelines and priorities
• Reliable and on-time
• Positive attitude and strong commitment to customer satisfaction
• Comfortable working with a variety of clients, coworkers, and other consultants
• Energetic and able to switch gears quickly from task to task
• Strong ability to teach and mentor our junior techs
• Skilled and confident working with vendors for escalations

Desired Technical Skills

User Support:

• Minimum 2 years technical helpdesk experience (more is preferred)
• Windows 10 and macOS troubleshooting and configuration
• Device Driver troubleshooting - NIC, printer, and graphics drivers
• Google Workplace (formerly G Suite, Google Apps) administration and troubleshooting
• Microsoft O365 administration and troubleshooting
• Basic experience with Bash and/or PowerShell scripting (or Python, Java, etc.)

Networking:

• Firewall/router setup and troubleshooting
• WiFi networking setup and troubleshooting
• TCP/IP and VLAN network design, setup, management, troubleshooting
• VPN server, client, and site-to-site setup and issue resolution
• Internet domain and DNS management (including MX, A, CNAME, SPF, DMARC, Aliasing etc)

Infrastructure:

• Windows server management, administration, and troubleshooting
• Windows Server AD, DC, DNS, DFS, and DHCP Services
• Server Virtualization, Hypervisor, and backup concepts
• Shared Storage (NAS and/or SAN) concepts
• Ticket management tools like AutoTask, ConnectWise, Zendesk, Remedy, Freshdesk, etc.

A Day in the Life of a Tier-2 Tech at ArcSource

Most mornings will start with a commute to our HQ in West Berkeley, where the majority of our staff work most days. However, one or two days a week, our techs might instead head to one of our clients’ offices in San Francisco, Berkeley, Oakland, Emeryville, Alameda, or even Sausalito—This could be to solve a ticket that can’t be worked remotely, or you might just be headed there to work from their office for the day - just one of the ways we build relationships and connections with the people we serve. Many of our staff are also able to do some of their work from home.

Once your shift starts, you’ll be working your way through a list of T2 support tickets assigned to you each day by our dispatchers. You’ll receive tickets for a wide range of issues and technologies, including workstations, networks, servers, and systems from various platforms. By the time a ticket gets to you, it’s already been triaged, and in most cases, it’s already been worked by our T1 techs and escalated to T2 for guidance or assistance. Once you’ve reviewed the details, you’ll either work the ticket, pass it back to the tech with guidance, or you might even take the tech under your wing and walk through the troubleshooting process together. You might have to research knowledge-base resources or get vendor support or dive into root-cause-analysis. Regardless, you’ll keep the customer looped in by providing regular updates via phone or emailed ticket notes, and you’ll keep your team looped in by entering detailed notes and time entries on all tickets in real-time throughout the workday.

In addition to working tickets, you’ll attend weekly helpdesk team meetings and monthly all-staff meetings. We also have monthly tech training meetings, where you’ll learn about relevant technologies, or you could be assigned to research and prepare a presentation to the team on a specific technical topic. You’ll also have a budget of hours each week to pursue a training curriculum for accomplishing advanced technical certifications or other objectives that you’ve set with your manager.

Compensation

Hourly compensation commensurate with experience, skillset, and fit. Our benefits package includes paid holidays, paid time off, medical benefits, 401K plan, and more.

How to Apply

Please email your resume to jobs[AT]arcsource[DOT]com.

We ask that candidates please be able to safely lift, move and carry boxes, computers, batteries, TVs, and monitors, weighing up to 50 lbs, without assistance.

More About ArcSource

ArcSource Consulting Inc. is a premier provider of IT consulting and support services to professional services firms and nonprofits in the Bay Area—serving San Francisco and the entire East Bay. We are a Managed Service Provider, meaning that we proactively manage and assume the responsibility for providing a wide range of IT services to many different companies. We are Windows and Mac experts who focus on best practices. We also implement and recommend a wide variety of cloud services to help our clients with productivity, communication, and collaboration.

Our office is located in West Berkeley, surrounded by many fantastic eateries and cafes. Some perks of working at ArcSource include: highly collaborative workplace, lots of natural light, all-you-can-drink coffee and tea, as well as lots of free snacks, an open office plan, free web hosting, and exposure to tons of cool technologies. Our team is a friendly bunch of folks who enjoy working together and having fun. We value people, client service, excellent communication, learning, and knowledge sharing.

ArcSource is committed to creating a diverse work environment that represents the diverse Bay Area community around us. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics or medical conditions, disability, age, marital status, or veteran status.