IT Support Technician I/II, Managed Services

Urban IT is looking for an IT Support Technician I/II to join our team in Westlake Village.

This is a full-time, in-person position that includes remote service desk support, onsite client support, system administration, network troubleshooting, workstation deployments, cybersecurity support, and technical documentation., * Provide responsive technical support through the Urban IT service desk by phone, email, remote support tools, and onsite visits.

• Troubleshoot and resolve issues involving workstations, laptops, servers, printers, networks, cloud services, business applications, and mobile devices.
• Support Windows 10 and Windows 11 computers, macOS devices, iPhones, iPads, and Android devices.
• Install, configure, maintain, and troubleshoot desktops, laptops, docking stations, monitors, printers, scanners, and other peripherals.
• Prioritize support requests based on severity, business impact, urgency, and service-level expectations.
• Escalate issues appropriately when additional technical expertise, vendor support, or management involvement is required.
• Administer Microsoft 365 environments, including user accounts, licensing, Exchange Online, Outlook, OneDrive, SharePoint, Teams, security settings, and multifactor authentication.
• Administer Google Workspace environments, including user accounts, Gmail, Google Drive, shared drives, groups, security settings, and multifactor authentication.
• Perform employee onboarding and offboarding tasks across client systems and cloud platforms.
• Support Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, file services, print services, permissions, and user account administration.
• Configure and troubleshoot firewalls, managed switches, wireless access points, VPN connections, and other network equipment.
• Diagnose LAN, WAN, Wi-Fi, DNS, DHCP, VLAN, TCP/IP, and internet connectivity issues.
• Install, configure, and support VoIP phone systems, desk phones, call routing, voicemail, and related services.
• Monitor and manage client systems using remote monitoring and management tools.
• Review and respond to system alerts, failed backups, patching issues, endpoint warnings, disk-space alerts, service failures, and other monitoring events.
• Assist with operating system updates, software deployments, hardware replacements, workstation migrations, and technology refresh projects.
• Deploy, monitor, and troubleshoot cybersecurity solutions, including endpoint detection and response, antivirus, email security, DNS filtering, password managers, multifactor authentication, disk encryption, VPN and zero-trust access, security awareness training, and backup and disaster recovery systems.
• Follow cybersecurity best practices when handling client accounts, credentials, confidential information, and administrative access.
• Work with third-party vendors and software providers to resolve application, licensing, telecommunications, and infrastructure issues.
• Create and maintain accurate client documentation, including network information, system configurations, credentials, asset records, diagrams, troubleshooting notes, and standard operating procedures.
• Record complete and accurate notes for all service tickets, including the issue reported, troubleshooting performed, resolution, time spent, and recommended follow-up.
• Identify recurring problems and help develop permanent solutions, documentation, or preventive maintenance procedures.
• Communicate clearly and professionally with clients, vendors, and internal team members.
• Provide onsite support at client locations throughout Ventura County, Los Angeles County, and surrounding areas as needed.
• Assist with transporting, installing, relocating, and removing computers, network equipment, battery backups, and other technology equipment.

The ideal candidate has strong experience supporting Windows and macOS devices, administering Microsoft 365 and Google Workspace, troubleshooting networks and business applications, and communicating effectively with nontechnical users.

Because we operate as a managed service provider, this position requires the ability to work across multiple client environments, manage competing priorities, follow established procedures, and document work thoroughly.

Placement within the Technician I or Technician II level will be based on the candidate's experience, technical proficiency, communication skills, and ability to resolve issues independently., * At least two years of professional experience providing IT support.

• At least two years of customer service experience.
• Professional experience supporting Windows 10 and Windows 11.
• Professional experience supporting macOS.
• Experience supporting iOS and Android mobile devices.
• Experience administering Microsoft 365.
• Experience administering Google Workspace.
• Working knowledge of Windows Server 2019, 2022, or 2025.
• Experience with Active Directory user and computer administration.
• Working knowledge of DNS, DHCP, TCP/IP, LAN, WAN, VLAN, VPN, and Wi-Fi technologies.
• Experience troubleshooting firewalls, managed switches, wireless access points, and internet connectivity.
• Experience supporting printers, scanners, multifunction copiers, and common office peripherals.
• Ability to troubleshoot hardware, operating system, application, account, email, and connectivity issues.
• Ability to explain technical issues clearly to nontechnical users.
• Strong written and verbal communication skills.
• Strong customer service and interpersonal skills.
• Ability to manage multiple support requests and changing priorities.
• Strong attention to detail and commitment to accurate documentation.
• Ability to use critical thinking, logic, and available resources to troubleshoot unfamiliar issues.
• Ability to work independently while recognizing when escalation is appropriate.
• Ability to handle confidential and sensitive client information appropriately.
• Reliable transportation, a valid driver's license, and the ability to travel to client locations as needed.
• Ability to lift and transport equipment weighing up to 50 pounds.
• Ability to work full-time from our Westlake Village office.

Preferred Qualifications

• Previous experience working for a managed service provider.
• Experience supporting multiple unrelated client environments.
• Experience using professional services automation and ticketing platforms.
• Experience using remote monitoring and management platforms.
• Experience using remote access and endpoint management tools.
• Experience with endpoint detection and response or managed detection and response platforms.
• Experience with Microsoft Entra ID, Intune, SharePoint, and Exchange Online.
• Experience with network firewalls, managed switches, and wireless platforms.
• Experience supporting VoIP platforms and business phone systems.
• Experience with backup and disaster recovery systems.
• Experience creating technical documentation and standard operating procedures.
• Experience with IT asset management and inventory systems.
• Familiarity with cybersecurity frameworks, security controls, and regulatory requirements affecting professional services businesses.
• Technical degree, industry certification, or equivalent professional training.
• Certifications from Microsoft, CompTIA, Cisco, Apple, Google, or other relevant technology vendors., * Customer-focused and professional.
• Accountable, reliable, and punctual.
• Organized and detail-oriented.
• Comfortable working in a fast-paced service environment.
• Able to remain calm and methodical while troubleshooting.
• Willing to ask questions and accept feedback.
• Capable of following established procedures while also exercising sound judgment.
• Committed to security, documentation, and technical best practices.
• Interested in expanding their technical knowledge and taking on greater responsibility over time.
• Comfortable working collaboratively with technicians, engineers, management, vendors, and client contacts., Placement within the range will depend on the candidate's prior experience, MSP background, technical proficiency, certifications, communication skills, and ability to independently handle Tier II support requests.

Pulled from the full job description

• Referral program
• Paid time off, The hourly pay range for this position is $28.00 to $36.00 per hour., * Paid time off
• Employee referral program
• Opportunities for technical growth and increased responsibility
• Exposure to a broad range of client environments, technologies, and business applications
• Collaborative team environment focused on cybersecurity, documentation, accountability, and technical best practices

Work Environment

This is a full-time, in-person position based at Urban IT's office in Westlake Village, California. Remote work is not available for this position.

The technician will primarily work from the Urban IT office while providing remote support to clients. Regular onsite work at client offices is also required.

Pay: $28.00 - $34.00 per hour

Benefits:

• Paid time off
• Referral program

Urban IT, Inc. is a managed IT services provider based in Westlake Village, California. We provide IT support, cybersecurity, cloud services, infrastructure management, and strategic technology guidance to small and medium-sized businesses throughout Ventura County, Los Angeles County, and surrounding areas. We support clients across a variety of professional and commercial industries, each with different technology environments, business applications, security requirements, and operational needs.