HelpDesk Technician II

Sensiba is always looking for top talent to add to our integrated team. We have an exciting opportunity for a HelpDesk Technician IIto join our IT Operations team. If you're looking for an organization that offers an inclusive environment, uses business as a force for good, and supports you and your family with flexible work options and attractive benefits, take the first step toward joining the Sensiba team!

Named a Top 75 Accounting Firm and Top Workplace USA, we're recognized for exceptional employee engagement and dedication in helping our clients solve problems, navigate complexity, and build a foundation for sustainable growth.

In 2018, we became a certified B Corporation (B Corp™). The B Corp certification distinguishes companies that use the power of business to solve social and environmental problems. It helps us better assess how our core values align with our daily operations and identify where we can improve.

*** This is a remote position. We are looking for someone based in Hawaii or someone willing to work a swing shift from 10:00 AM to 7:00 PM to support our international employees. ***

Summary:

The HelpDesk Technician II will serve as an advanced support role, bridging the gap between entry-level and more experienced technical support. This position is responsible for addressing intermediate technical issues, delivering high-quality support to end-users, and maintaining the efficiency of technology systems. The Technician II will troubleshoot hardware, software, network, and connectivity issues, escalate more complex problems to Tier III support, and contribute to IT tasks and projects. Additionally, this role includes mentoring junior staff and enhancing the overall productivity of the help desk team.

Job Responsibilities:

Manage the deployment and setup of PCs, laptops, and printers using predefined configurations

Oversee office workstation setups and cable management

Respond to support requests via ticketing system, email, and phone, ensuring prompt resolution

Document incidents and solutions, maintaining a detailed knowledge base

Prioritize and manage incoming requests, escalating as necessary

Collaborate with vendors to resolve technical issues related to desktop equipment and software

Participate in project work and assist in training other team members as needed

Effectively prioritize and resolve issues while mentoring junior staff and collaborating within a team environment

Qualifications:

High School Diploma required

2+ years of experience in a technical support role or similar position, with a solid understanding of IT systems and troubleshooting techniques

Associate's Degree or relevant technical certifications preferred

Basic knowledge of Active Directory preferred

Familiarity with both Microsoft and Mac OS environments, along with basic networking skills, is required

Must be able to provide after-hours support as needed and handle both remote and on-site support tasks

Strong understanding of hardware, software, network, and connectivity issues. Actively seeks to enhance knowledge of systems and utilizes analytical thinking to resolve issues. Identifies root causes of problems and effectively communicates technical details to OPS or Tier III teams in a clear and timely manner

Engages in continual learning to stay current on industry trends, new technologies, and system improvements, further enhancing technical skills and support capabilities

Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. Maintains professionalism in all communications and escalates issues with clear, concise documentation

Demonstrated ability to manage multiple tasks and prioritize effectively in a fast-paced environment

Excellent attention to detail in troubleshooting and documentation. Capable of evaluating when to escalate or deescalate issues based on user needs and system impact. Sets clear expectations with users regarding issue resolution processes

Strong ability to collaborate within a team environment, providing mentorship and support to junior staff members

Thorough understanding of help desk processes, including ticketing systems, issue triage, and prioritization based on system criticality, user needs, and business objectives

Sensiba has a robust offering of benefits, including:

Medical, dental, vision

Generous PTO plan and paid sick time

Flexible work arrangements

401K with company match

Discretionary performance bonus

Business referral incentive pay

Sabbatical leave

11 paid holidays

For individuals based in San Francisco, consistent with the SF Fair Chance Ordinance, an arrest and conviction record will not automatically disqualify a qualified applicant from consideration.

For individuals who would be working within the City of Los Angeles, Sensiba will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Sensiba LLP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Sensiba LLP complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at .

Certain states require employers to disclose the pay range in job postings. This position may be eligible for an annual discretionary bonus. For more information about our benefit offerings and other total rewards, contact our human resources team.

Compensation Range: $16.00 - $31.00/Hour*

*Compensation may vary based on skills, role, and location.