Technical Support Engineer (West Coast Hours)

Tyson & Mendes LLP•San Diego, CA

2d•$25 - $35•Remote

About The Position

TYSON & MENDES is looking for an IT Help Desk Technician to provide remote support to firm employees nationwide. This candidate will be responsible for troubleshooting issues, determining the best course of action for solutions, and problem-solving for multiple locations and platforms. This includes providing ongoing technical support for remote area networks, Internet, and EDI communications. A successful IT Technician must have a good, working knowledge of computer software and hardware, and a variety of internet applications, networks, Microsoft 365, and the Windows operating system. The ideal candidate will also possess great troubleshooting abilities, a sense of urgency, and attention to detail. This position operates on a Western Time shift, either 8:30 am-5:00 pm or 9:00 am-6:00 pm. You will report directly to the IT Supervisor.

Requirements

2+ years of relevant work experience in a service desk or help desk role
Associates’ degree or higher in Computer Science, Engineering, or a related discipline
Experience working in ZenDesk, ServiceNow, FreshDesk or a similar ticketing system preferred
Experience working with and troubleshooting wireless network support
Experience working in a Windows, Microsoft 365, Exchange, and Azure environment
Working knowledge of LAN/WAN networking
Ethernet, cabling, hubs, network protocols, printers/scanners/copiers, LCDs, and multimedia presentation technologies support
Excellent ability to troubleshoot hardware and software issues
Excellent technical and problem-solving skills
Outstanding organizational and time-management skills
Excellent written and communications skills
Excellent interpersonal skills and an understanding of technical resources
Outstanding sense of urgency
Experience working in an ITIL or ITSM environment required

Nice To Haves

CompTIA A+ certification preferred
MacOS and iOS knowledge/experience a plus
Experience writing and/or contributing to team documentation library preferred

Responsibilities

Administer end-user workstations and support end-user activities utilizing Microsoft Windows
Analyze and resolve network hardware and software failures if/when they occur
Daily management and training of network devices and security, Document Management Systems, Microsoft Office Suite, WAN/LAN, including remote computing solutions and desktop support
Ability to translate technology to non-technical staff and users
Provide orientation and guidance to users on how to operate new software and computer equipment
Maintenance and dissemination of desktop hardware including peripherals and hardware driver installation
Identify and resolve issues related to desktop hardware and software issues both locally and at remote locations
Ability to research and collaborate in resolving issues associated with software applications
Maintain records/logs of repairs and fixes within ZenDesk
Other priorities and projects as assigned

Benefits

Hourly pay range of $25-35/hour, depending on experience
Overtime paid at 1.5× the regular hourly rate, as needed
Comprehensive benefits coverage offered, including plans available at zero employee cost (average annual employee contribution for health/vision/dental coverage is $700-1,700)
Employee Assistance Program through HealthAdvocate
401(k) program that includes a 100% match on the first 3% contributed and a 50% match on the following 4-5%
Vacation time is accrued annually at the employee’s base rate
Monthly technology reimbursement of $60
Paid parental leave at base pay
37.5-hour standard workweek designed to promote balance and prevent burnout
Educational reimbursement program for non-attorney eligible team members (up to $3,500 per calendar year)
Internal diversity and inclusion programs, such as the Women’s Initiative and Young Professionals Initiative
Firm-wide charitable giving program
Numerous social and off-site events each year to enrich your relationships with your colleagues