Mid-Level Help Desk Technician - On-Site Managed IT Services

This is not a call center position. You'll become part of a collaborative engineering team supporting a wide variety of technologies and client environments.

Schedule

This position supports our extended service desk hours and requires a consistent schedule that includes:

• Every Saturday and Sunday (day shift)
• Three weekdays, including one swing shift

Applicants must be willing to work weekends and an evening shift as part of their regular schedule.

This position is 100% in our Long Beach office. Remote work is not available.

Candidates must currently reside within approximately 30 minutes of Long Beach, CA.

What You'll Do

As a Help Desk Technician II, you'll provide exceptional technical support while serving as the first line of contact for many of our clients.

Responsibilities include:

• Resolve Tier 1 and Tier 2 support requests
• Troubleshoot Windows 11 desktops/laptops
• Support macOS users
• Configure and troubleshoot Microsoft 365 applications
• Support Microsoft Outlook, Teams, OneDrive and SharePoint
• Assist with Microsoft Entra ID and user account administration
• Support Microsoft Intune managed devices
• Perform workstation deployments and user onboarding/offboarding
• Troubleshoot printers, scanners and peripheral devices
• Support VPN connectivity and remote users
• Troubleshoot basic networking issues involving switches, wireless access points and firewalls
• Escalate complex issues to senior engineering staff when appropriate
• Document all work thoroughly within our PSA and documentation systems
• Deliver outstanding customer service on every interaction

Technologies You'll Work With

• Microsoft 365
• Microsoft Entra ID
• Microsoft Intune
• Microsoft Defender
• Windows 10 & Windows 11
• macOS
• Windows Server
• Active Directory
• DNS & DHCP
• Microsoft Teams
• Fortinet
• Meraki
• Ubiquiti
• SonicWall
• NinjaOne (or similar RMM)
• Autotask (or similar PSA)
• Huntress
• SentinelOne
• Veeam
• Microsoft Office

Do you have experience in macOS?, * 2+ years of IT support experience

• Previous experience working for a Managed Service Provider (MSP) is strongly preferred
• Excellent Windows desktop troubleshooting skills
• Experience supporting Microsoft 365
• Basic Active Directory administration
• Basic networking knowledge (DNS, DHCP, VPN, TCP/IP)
• Experience supporting Windows and macOS
• Excellent verbal and written communication skills
• Strong customer service mindset
• Professional appearance and demeanor
• Ability to multitask in a fast-paced environment
• Team-oriented attitude
• Eagerness to learn new technologies
• Reliable transportation
• Must reside within approximately 30 minutes of Long Beach

Preferred:

• Microsoft Intune experience
• Microsoft Defender experience
• Experience with Meraki, Fortinet, Ubiquiti or SonicWall
• Experience using RMM and PSA platforms
• CompTIA A+, Network+, Security+, or Microsoft certifications, * Genuinely enjoys helping people
• Takes ownership of problems until they are resolved
• Communicates professionally with clients and teammates
• Works well under pressure
• Is dependable and punctual
• Is eager to continue learning and advancing technically
• Wants to grow into a Systems Administrator or Systems Engineer role

Pulled from the full job description

• Paid training
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Paid holidays, * Competitive Salary
• 401(k)
• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off
• Paid Holidays
• Paid Training and Certification Opportunities
• Career Advancement into Systems Administration and Engineering
• Company-Provided Equipment

Pay: $30.00 - $40.00 per hour, * 401(k)

• Dental insurance
• Health insurance
• Paid time off

Total Network Solutions (TNS) is a fast-growing Managed IT Services Provider supporting businesses throughout Southern California and across the United States. We deliver enterprise-class IT support, Microsoft 365 administration, cybersecurity, cloud services, and infrastructure management to small and mid-sized businesses., At Total Network Solutions, you'll be exposed to technologies and environments that most internal IT positions never see. Every day brings new challenges and opportunities to learn. We believe in promoting from within, and many of our engineers began their careers on our service desk. If you're looking for a place where hard work, technical curiosity, and excellent customer service are recognized and rewarded, we'd love to meet you.