Help Desk Engineer- Tier II

Help Desk Engineer- Tier II

Pasadena, CA, United States of America

About You:

<50 minutes from our office in Pasadena, CA

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.

2-3 years of experience handling T1-2 IT support requests

Experience with common 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

Skills:

Experience with: Microsoft AZ-800, Identity and Access Administrator Associate, and Security Operations Analyst Associate; VMware Certified Technical Associate, Sophos Central Endpoint and Server Engineer, UniFi Network, Datto Advanced Technician, Veeam Backup and Replication, Ironscales Mail Administrator

Experience troubleshooting and managing without supervision: All skills from Tier I, plus: Cisco Meraki Solutions Specialist, Sophos XG Firewall Engineer, Ubiquiti Enterprise Wireless

Experience architecting or designing from the ground up: M365 Fundamentals and Modern Desktop Administrator, Comptia A+

Understanding of IT systems, hardware, software, and networking concepts to quickly diagnose and resolve most technical issues

Strong focus on customer satisfaction, de-escalating customer frustration as needed

Ability to communicate technical information to non-technical stakeholders and elicit underlying needs that may not be explicitly stated

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. Our values are: Good Character, Deliver the Perfect Client Experience, Pursue Growth, Create Fun, and 100% Teamwork.

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

Weekly "stretch goal" bonus program

Reimbursement for passing quarterly certification exams

Bonusly employee-to-employee recognition program

Dog-friendly office

Job Responsibilities:

Help Desk Support

Incident, Change\Request Management

After-Hours On Call Rotation

Quality Assurance

Documentation

Pay: $23.00-30.98/hr

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