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# Helpdesk Technician

- **Company:** The Rockridge Group
- **Location:** Roseville, CA, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Backup Devices, Software Documentation, Disaster Recovery, Virtual Private Networks (VPN), Remote Access Technology, TCP/IP, Wide Area Networks, Wireless Networks, Network Routers, Internet Protocol Telephony, Office365, Sonicwall, Firewalls (Computer Science), Information Technology, Network Server
- **Published:** October 11, 2026
- **Apply:** https://www.juju.com/job/16_2e9a78ae63

## About the Role

* Minimum 2 years technical experience or degree preferred.
 * Strong Diagnostic skills of technical issues
 * Ability to multi-task and adapt to changes quickly
 * Technical awareness: ability to match resources to technical issues appropriately
 * Understanding of support tools, techniques, and how technology is used to provide IT services
 * Ability to travel to outlying branch locations, customers and or multi-state travel

Technical Experience working with the following:

 * Auvik
 * ConnectWise
 * Dell Server Architecture
 * RMM agent deployment/understanding
 * SonicWall Firewalls
 * Basic Wireless Networks
 * Ubiquiti/Unifi
 * TCP/IP protocols and how they work
 * LAN/WAN technologies

## Description

TITLE: Helpdesk Technician II DESCRIPTION: The Helpdesk Technician is responsible for onsite and remote installation and support needs for our Managed Service Clients. This relates to all technology to include but not limited to: workstations, servers, printers, networks, VoIP systems, and vendor specific hardware and software. RESPONSIBILITIES:

 * Communication with clients as required: keeping them informed of ticket progress, Project Status, etc.
 * Strong knowledge of Windows 10 Operating System as well as Office365 (Server OS a plus)
 * Support the local Sales Team to assist with potential new opportunities
 * Technical knowledge and basic support at the network level: WAN and LAN connectivity, routers, firewalls, and security
 * Conduct network assessments as needed
 * Remote access solution implementation and support: VPN, RDP, LMI
 * System documentation to include system reviews and recommendations
 * Implement and support disaster recovery and backup solutions
 * Create quotes as needed and work with related vendors
 * Take ownership of onboarding new accounts
 * Maintain and constantly Improve client service, perception, and satisfaction
 * Ability to work in a team and communicate effectively
 * Escalate service issues that cannot be completed within agreed service levels
 * Communicate to clients: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
 * Develop in-depth knowledge of the service offerings and how it relates to client's needs *
 * Document internal processes and procedures related to duties and responsibilities
 * Responsible for entering daily time and expenses
 * Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry