Information Technology Technician

We are seeking a full-time Tier 1 / Tier 2 Helpdesk Technician with strong customer service and technical troubleshooting skills. This role serves as a frontline support resource while also handling intermediate technical issues and escalations. The ideal candidate can efficiently resolve common end-user issues, contribute to root-cause analysis, and support small-to-mid-sized infrastructure environments.

Responsibilities

• Serve as the first point of contact for client technical issues

• Diagnose and resolve common endpoint issues (Windows, Mac, Office 365)

• Provide remote and occasional onsite support

• Walk users through step-by-step troubleshooting

• Properly document, track, and close tickets in the helpdesk system

• Escalate unresolved issues following defined procedures

• Maintain high customer satisfaction through clear communication and follow-ups

• Troubleshoot Active Directory, file shares, and user account issues

• Support Microsoft 365 environments (Exchange Online, Teams, OneDrive)

• Assist with Windows Server troubleshooting and maintenance

• Perform advanced endpoint troubleshooting and root cause analysis

• Participate in incident response and resolution for outages

• Assist with onboarding/offboarding processes and system provisioning

• Identify recurring issues and recommend long-term solutions

Shared Expectations

• Maintain accurate and detailed documentation of all work

• Follow cybersecurity best practices in all customer interactions

• Monitor and respond to alerts from managed systems (RMM tools)

• Participate in continuous learning and skill development

• Occasionally travel to client sites for onsite support

Do you have a valid Driver’s License license?, Do you have experience in Windows?, 2+ years of experience in IT support (MSP experience preferred)

• Strong customer service and communication skills

• Experience supporting Windows and Mac operating systems

• Experience with Microsoft 365 (user support and troubleshooting)

• Experience with Active Directory (user management, permissions)

• Experience with hardware troubleshooting (break/fix, RMA)

• Ability to prioritize and manage multiple tickets simultaneously

• Valid California Driver’s License and reliable transportation

Preferred

• Experience with Windows Server administration

• Networking fundamentals (DNS, DHCP, VPNs)

• Experience with RMM and PSA tools

• Familiarity with security best practices in managed environments

Job Type

Full-time

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance

• Dental insurance, 401(k)

• 401(k) matching

• Health insurance

• Paid time off, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Advent Technologies is a growing MSP/MSSP supporting clients across a wide range of industries. In addition to IT services, we provide and support phone systems, camera systems, cabling infrastructure, and voice/internet services. We take pride in our collaborative team environment and commitment to delivering exceptional customer service.