IT Support Technician

IT Support Technician

Tower 23 IT, a twenty-year-old company whose “why” is to become an ally to businesses that realize they are at a disadvantage to bad actors, cyberattacks, lost revenue and productivity due to unpredictable IT and need guidance on investing in technology to run, grow, and transform their business. We welcome you to consider working with us.

We are all working together to build a $5M business that creates value for our teammates, clients, and owners.

We specialize in providing managed IT, cybersecurity, and compliance services so if you want to belong to a team that does that well every day, this company’s a great fit for you.

Our clients are primarily professional services firms including medical, legal, and financial businesses with 10 to 100 employees. If you have experience working with this type of client – or want that experience – this role will be a great fit.

You will love it here if you:

• Put clients first.
• Help others.
• Communicate clearly.
• Perform urgently.
• Are accountable.
• Pursue excellence.
• Pursue knowledge.

You’ll love coming to work every day if you get, want, and have the capacity to:

• Make clients happy
• Work on a close-knit team touching all technologies and clients

You’ll have success here if you value clear processes and feel qualified to do the following things:

• Manage client expectations
• Identify patterns and issues in our process and delivery

We train our team to help them succeed, and everyone on our team helps with our success. In this role, you’ll be accountable to hit the following numbers each week:

• Support approximately 225 end users
• Close 10 to 12 tickets per day with an average resolution time of 30 minutes

If you want to come to work, learn, and hit those numbers, you’ll be recognized and rewarded. 

Our company runs on Entrepreneurial Operating System (EOS) purely. That means as a member of this team, you will have a leader who:

• Gives clear directions
• Makes sure you have the necessary tools
• Acts with the greater good in mind
• Delegates appropriately
• Takes time to truly understand your role and how you can help the company
• Makes their expectations clear
• Communicates well
• Has effective meetings
• Meets one-on-one with you quarterly or more, if needed
• Rewards and recognizes your performance

We offer paid training/certification programs in Sophos security, Microsoft 365 and Azure. Benefits include medical, dental, long-term disability, PTO, 401K with match, paid holidays, paid training and certification and technology reimbursement after 90 days.  Salary is dependent on experience and qualifications.

This position is based in San Diego and is remote but includes the need to travel to client locations for onsite support.

Position Summary

This position is responsible for providing technical assistance and support via phone calls, e-mails and onsite from customers related to computer systems. An RSA responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. If there are any issues or changes required, such as forgotten passwords, viruses or email issues, the help desk will be the first person employees will come to. Customer satisfaction, quick response and resolution time per ticket is a primary objective of the help desk.

Acceptable Performance

To accomplish this job successfully, an individual must be able to perform the assigned duties according to the acceptable standards established for the job role. The RSA must be able to complete each essential job function satisfactorily.

Role and Responsibilities

• Develop and maintain knowledge of client networks
  • Updating configuration records in ConnectWise PSA and IT Glue
  • Basic understanding of Line of Business (LOB) applications and associated vendors

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Respond to queries either in person or over the phone
  • Ask questions to determine nature of problem
  • Install, modify and repair computer hardware and software.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Run diagnostic programs to resolve problems
  • Install computer peripherals for users
  • Train computer users

• Implement the T23IT "Company Way"
  • Implement best practices
  • Work with vCIO / Alignment Services to evaluate and recommend new software, hardware, or upgrades
• Ensures client satisfaction
  • Ask about any other outstanding problems
  • Follow up with customers to ensure issue has been resolved.
• Perform any other tasks assigned.

Qualifications and Education Requirements

• Communication, Oral - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.
• Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
• Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.

Skills & Abilities

Experience:           3 plus years of experience in network / IT systems and troubleshooting steps.

Computer Skills:   Extensive proficiency with information technology regarding both hardware and software. In depth knowledge of Microsoft server and desktop operating systems, specifically Server 2012, 2016 and Windows 10, Microsoft 365, Networking, Security.  

Certifications:      Microsoft Server and Workstation; A