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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Technician - **Company:** Black Mountain Dynamics, Inc. - **Location:** Mountain View, CA, United States - **Experience:** Experienced - **Salary:** $120,000.0 - $145,000.0 - **Contract:** Permanent contract - **Skills:** IEEE 802.1X, Microsoft Windows, Wireless LAN, Macintosh Computers, Software as a Service, Cyber Security, System Configuration, Dynamic Host Configuration Protocol, Domain Name System (DNS), Identity and Access Management, Issue Tracking Systems, IP Addressing, Virtual Private Networks (VPN), Internet Service Provider, Network Troubleshooting, Network Diagrams, Network Planning and Design, Network Monitoring, Paessler Router Traffic Grapher, Windows PowerShell, Lucidchart, Remote Service Software, Security Assertion Markup Language (SAML), Security Information and Event Management, Virtual Local Area Networks, Wireless Access Point, Wi-Fi Technology, Document Enterprise Platform, Delivery Pipeline, Firewalls (Computer Science), Information Technology, Network Support, Apple Business Manager, Gsuite, SentinelOne Expertise, Pagerduty - **Published:** October 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=9084158442afff97 ## About the Role * Minimum of 2+ years of experience in an MSP, MSSP, IT support, network support, or security operations environment. * Strong troubleshooting skills across endpoint, SaaS, identity, networking, monitoring, and security tools. * Hands-on experience deploying and configuring LAN and WLAN infrastructure, including switches, access points, and firewalls. * Experience with ticketing systems, documentation platforms, remote support tools, and client-facing service delivery. * Experience with Microsoft 365 and/or Google Workspace administration * JumpCloud or similar identity management platform * Endpoint security / EDR tools * Network monitoring tools such as PRTG, Auvik, or similar * Firewall, VPN, VLAN and segmentation, NAT/PAT, DNS, IP addressing, DHCP vs. static assignments, and Wi-Fi troubleshooting concepts (802.1x, isolation, channels, frequency optimization) * Ability to independently resolve Tier-2 issues and escalate with clear technical context when needed. * Strong written and verbal communication skills. * Ability to manage multiple priorities., * Bachelor's or Master's degree in Networking, Cybersecurity, Computer Science or a related field. * Experience with HaloPSA or similar MSP ticketing platforms, JumpCloud, PRTG, SentinelOne, Splashtop, Avanan, StellarCyber, Pax8, or similar platforms. * Experience with wireless planning and survey tools such as Ekahau or Hamina, including predictive design, on-site surveys, and post-deployment validation. * Experience configuring or troubleshooting SSO/SAML, SCIM, JIT provisioning, MDM, Apple Business Manager, or device enrollment workflows. * Firewall experience, including policy review, VPN troubleshooting, NAT/PAT rules, and log review. * Experience mentoring junior technicians or assisting with escalation management. * Experience creating SOPs, technical diagrams, client environment documentation, or troubleshooting playbooks. * Certifications such as CCNA, CCNP, CWNA, Network+, Security+, PCNSA, or equivalent practical experience. ## Description * Own and resolve Tier-2 tickets and incidents from intake through closure, including end-user issues, SaaS platforms, identity, endpoints, network issues, monitoring alerts, and security events. * Clearly document troubleshooting steps, client communication, next actions, and resolution details in HaloPSA. * Use proper ticket categorization, notes, timers, linking, merging, handoffs, and escalation paths. Prioritize response quality, client visibility, and timely escalation when issues require senior review., * Administer and troubleshoot common client platforms including JumpCloud, SentinelOne, PRTG, Hudu, Slack, Splashtop, and related support tools. Perform password resets, MFA support, user/group/device management, SaaS access changes, and endpoint troubleshooting. * Support Microsoft 365 and Google Workspace administration, including permissions, shared drives, mailbox access, exports, and basic PowerShell-supported tasks where appropriate. * Assist with Pax8, PagerDuty, StellarCyber, LucidChart, Avanan, Auvik, and other tools as assigned. Network Design & Implementation * Participate in the design, planning, and implementation of LAN and WLAN infrastructure. Translate network designs into precise, production-ready configurations across wired and wireless environments., * Triage alerts from monitoring platforms such as PRTG and correlate alerts with client impact, switches, firewalls, ISPs, and known environmental issues. * Participate in NOC shift coverage and become a reliable escalation point for Tier-2 issues. Identify noisy alerts and false positives that require remediation or senior engineering review. Security & Incident Response * Support investigation and response for security alerts, endpoint detections, and suspicious activity. Use tools such as SentinelOne, firewall logs, SIEM/monitoring platforms, and ticket history to assist with detection, containment, remediation, and escalation. Follow established incident response and escalation processes. * Maintain awareness of cybersecurity trends, client risks, and operational security best practices., * Configure and troubleshoot identity workflows within JumpCloud and related identity platforms. Support SSO/SAML integrations, SCIM provisioning, JIT user creation, attribute mapping, certificate issues, and SAML assertion troubleshooting. * Assist with MDM policies for Macs and mobile devices. * Understand Apple DEP / ABM, device enrollment, encryption enforcement, and basic deployment workflows. * Escalate high-risk identity, access, or security-impacting changes for senior review where required. Documentation & Process Improvement * Maintain clear, timely, and reusable documentation in Hudu and HaloPSA so tickets, handoffs, escalations, and repeat issues are easy for the team to understand and act on. * Create and maintain troubleshooting notes, client environment updates, network diagrams, wireless survey reports, and repeatable SOPs. * Identify repeat issues, client pain points, documentation gaps, and workflow gaps; recommend improvements that reduce future tickets, improve response quality, and create better client outcomes. Help standardize repeatable work so Tier-1 and future IT Support technicians can follow consistent procedures., * Assist Tier-1 engineers with troubleshooting direction, ticket quality, escalation readiness, and customer communication. * Share knowledge with the team through documentation, ticket notes, internal discussions, and coaching. * Participate in team collaboration, shift handoffs, and operational reviews. Culture & Operating Expectations * Practice blameless problem solving by focusing on facts, solutions, ownership, and prevention instead of blame. * Keep clients and internal stakeholders informed with clear, proactive updates, and follow through until the issue is truly resolved; do not leave people wondering. * Move with urgency, but validate impact before making changes to client systems. * Ask for help early when stuck or when capacity is at risk. * Protect client data and systems using least privilege, secure handling, and BMX-worthy OPSEC. * Model BMX core values and bring a white-glove service mindset to every ticket, even when the issue is routine.