IT Service Desk Technician

About the Role

SMS Datacenter is seeking motivated IT Service Desk Technicians to join our team in Irvine, California. This is a full-time, on-site position. Candidates must currently live within 50 miles of the office and be able to commute to the office and nearby sites each day. Preference will be given to candidates with schedule flexibility and those able to travel for assignments. This position requires US citizenship or a green card.

Key Responsibilities

• Provide IT support with excellent customer service for users.
• Diagnose and resolve issues involving Windows workstations, Microsoft 365, Active Directory, servers, networking, printers, mobile devices, and business applications across multiple client environments.
• Travel regularly to customer sites to perform proactive visits, resolve technical issues, help with projects, and provide on-site support.
• Perform root cause analysis, identify recurring issues, and recommend improvements.
• Maintain complete documentation, including work done, issue/project status, and time entries on tickets.
• Participate in customer projects including workstation deployments, hardware replacements, Microsoft 365 migrations, infrastructure upgrades, and inventorying equipment.
• Follow established operational procedures, security policies, and documentation standards.
• Perform other job-related duties as necessary.

Requirements & Tech Stack

• Knowledge or experience with Windows Active Directory, Group Policies, and various Windows OSes and platforms.
• Knowledge or experience troubleshooting Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, and Intune.
• Certified CompTIA A+, Network+, Security+, or equivalent knowledge.
• Strong written and verbal communication skills.
• Ability to prioritize multiple tasks while maintaining excellent customer service.
• Valid driver's license and reliable transportation for on-site customer visits.

Qualifications

Level 1: Service Desk Technician

• Solid technical skills with desktop support and Windows systems administration including AD and Microsoft 365.
• CompTIA A+ or equivalent certifications or knowledge at minimum.

Level 2: Senior Service Desk Technician

• Strong technical skills with desktop support, network troubleshooting, and Windows systems administration including AD, Microsoft 365, and Azure.
• CompTIA A+, Network+, Server+, MS-102, CCNA, and/or specialized certifications in networking or systems, or equivalent knowledge.
• Minimum 3 years of relevant experience in positions showing increasing skills, including hands-on L2 support.

Preferred Skills and Experience

• Relevant certifications by CompTIA, Cisco, Fortinet, Palo Alto, Microsoft, or equivalent knowledge.
• Experience supporting systems or networking at an MSP or other multitenant environment.
• PowerShell.
• Cloud computing (Azure), virtual desktops infrastructures, and hosted infrastructures.
• General networking knowledge including TCP/IP, VLANs, 802.11 (Wi-Fi), VPN, DNS, and DHCP.
• Virtual Desktop Infrastructure and Management of environments such as VMware Horizon, Citrix, and MS Remote Desktop Services of 50+ users.
• Experience with O365 or Exchange administration, migrations, and security.
• Experience supporting Microsoft technologies such as SQL, IIS, DFS, File and Print, etc.
• VoIP.

Schedules

• 8 AM to 5 PM
• 9 AM to 6 PM
• 1 AM to 10 AM (early mornings Tuesday through Saturday)

Compensation

• Level 1: Service Desk Technician: $21.50 – $24.50 per hour.
• Level 2: Senior Service Desk Technician: $24.50 – $30 per hour.

Benefits

Eligibility for Paid Time Off (vacation/personal days, sick days, birthday off, company holidays) after 90 days of employment.

Full-time employees are additionally eligible for medical, dental, and vision insurance, along with 401(k).