IT Support Technician (Level 3) / Senior Service Desk Technician in Berkeley

As our senior service desk technician, you'll be the final internal escalation point, the technical anchor of the team. You'll own the most complex, cross-system issues that Level 1 and Level 2 can't resolve, working problems end to end until they're solved and staying with them through vendor and manufacturer escalation when it comes to that.

Beyond resolving individual tickets, you'll lead root-cause and problem management: figuring out why something broke, not just fixing it, and getting the resolution into our documentation and standards so it doesn't come back. You'll be a go-to resource and mentor for our junior and mid-level technicians, the person they escalate to when they're blocked, and someone who helps the whole team get better.

This role is primarily remote, with the majority of your work supporting clients from home. Client visits are needed periodically, concentrated in the East Bay, San Francisco, and the Peninsula, typically for high-stakes or escalated onsite work that can't be handled remotely. Most visits are scheduled in advance, but you should be comfortable responding to the occasional urgent onsite on short notice.

When working from home, you'll start your day by 8:30am, logging into ConnectWise (our ticketing system), Datto (our RMM platform), and Microsoft Teams to connect with the team. Throughout the day you'll handle the highest-tier escalations from clients, from Level 1 and Level 2 technicians, and from our 24/7 network monitoring systems. Your day wraps at 5:30pm with a quick timesheet update and ticket review.

Technical Skills

We're looking for someone with deep, hands-on MSP or IT experience who can independently resolve the toughest issues across the stack:

• Advanced Windows Server, Active Directory, and Group Policy troubleshooting and administration in networked environments
• Expert-level Microsoft 365 and Entra ID - Conditional Access, Intune/endpoint management, hybrid , and complex tenant issues
• Endpoint security / EDR platforms - tuning, threat triage, and incident response
• Networking troubleshooting depth - TCP/IP, DNS, DHCP, VLANs, firewall and switch behavior
• Remote access solutions - VPN, Remote Desktop Services
• Virtualization and server infrastructure troubleshooting (Hyper-V, VMware)
• PowerShell for administration and automation
• Email security and spam management
• Familiarity with HIPAA or behavioral-health security requirements is a strong plus
• Mac experience is a plus
• 5+ years of hands-on MSP or IT experience, with a track record of owning complex escalations
• Microsoft or other IT certifications expected - Microsoft, CompTIA Security+, advanced networking, etc.

Who You Are

• The technical anchor of the team, comfortable being the person others defer to when they're stuck
• A problem-solver who thinks about prevention, not just closing the ticket
• Friendly, professional, and comfortable working directly with end users and client stakeholders
• Calm under pressure and able to juggle multiple priorities
• A resourceful troubleshooter who can dig for answers independently and own problems end to end
• A patient mentor who takes pride in leveling up the people around them
• Detail-oriented and reliable, clients and teammates count on you

• Base compensation of $90,000-$110,000, commensurate with experience and certifications
• Paid vacation: 15 days/year to start, increasing to 20 days after 3 years and 25 days after 5 years
• 9 paid holidays plus your birthday off
• Company-paid health insurance (Blue Shield PPO or Kaiser - your choice), dental, and vision; dependent coverage available at a significant company subsidy
• Life and short-term insurance
• Employee Assistance Program (EAP)
• Employee Anniversary Recognition Program
• Company-funded training materials and professional certification exams
• Mileage and vehicle wear-and-tear reimbursement for all client visits
• 401k with company matching (after 90 days)
• Virtual lab environment for self-directed learning and experimentation

Advantage Microsystems is looking for a seasoned Level 3 technician to serve as the senior escalation resource for our service desk. If you're the person your team turns to when a ticket has everyone else stumped, the one who owns the hardest problems end to end and levels up everyone around you, we'd love to hear from you. We're growing and we need great people! Why Advantage Microsystems? Tenure - Our average employee tenure is 9.5 years. We think that speaks for itself. Compensation - Our people are well compensated with pay and benefits, because employee retention is extremely important to us. Career Growth - We commit to putting you on a growth plan, whether that's deepening your technical specialization or moving toward lead and mentorship tracks. Your development doesn't stop when you walk in the door. Culture - Our team is great. We have each other's backs, we have fun with our work, and our clients love us. We're all learning and growing together, so input and suggestions from employees are valued and encouraged. Lifestyle - We were a work-from-home company before COVID and we'll continue to be one. This is a primarily remote role, though periodic client visits are part of the job - reliable transportation is a must. Transparency - As part of the interview process, you'll have the opportunity to speak directly with other AM employees and get a real feel for what it's like to work here., Founded in 1998, Advantage Microsystems provides complete, outsourced IT departments for nonprofits and businesses with 25 to 1000 employees across the Bay Area. Our clients are mission-driven organizations, nonprofits, behavioral health providers, and professional services firms, who rely on us as their full technology team. Our approach is built on three pillars: Service, Security, and Strategy. We don't just keep the lights on; we help clients build toward something. We're a well-established firm with strong team dynamics, a culture of mutual respect, and zero tolerance for micromanagement. We hire responsible people and trust them to do their jobs.