IT Support Technician
About The Position
Black Mountain Dynamics is seeking an IT Support Technician for its growing Service Delivery team. The role is a Tier-2 primary resolver responsible for owning escalated customer issues end-to-end, performing in-depth troubleshooting, and communicating directly with clients across end-user systems, SaaS platforms, identity, networking, endpoint security, and monitoring tools. The technician will also help design, deploy, and validate LAN and WLAN infrastructure for client environments. The position combines ticket ownership and systems administration with network implementation, Wi-Fi delivery, baseline network security, NOC support, and assistance with security incident response. It also includes identity and device-management work, documentation and process improvement, and support for Tier-1 engineers. The technician is expected to use sound technical judgment, maintain clear and timely client communications, protect client systems and data, and follow established procedures and escalation paths. This is a hybrid role with regular onsite client work in San Francisco. The employee must be based in San Francisco or the North Bay and able to travel regularly to client sites. Availability during core support hours and participation in scheduled NOC or on-call rotation are required. Occasional evening or weekend work and travel to other Bay Area client sites may be needed; travel to other U.S. locations is possible depending on project or client requirements.
Requirements
- At least 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 administering Microsoft 365 and/or Google Workspace.
- Experience with JumpCloud or a similar identity management platform.
- Experience with endpoint security or EDR tools.
- Experience with network monitoring tools such as PRTG, Auvik, or similar.
- Knowledge of firewalls, VPNs, VLANs and segmentation, NAT/PAT, DNS, IP addressing, DHCP versus static assignments, and Wi-Fi troubleshooting concepts such as 802.1x, isolation, channels, and 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.
- Must be based in San Francisco or the North Bay and have reliable means to travel regularly into San Francisco for client-site support and infrastructure work.
- Availability during core support hours and participation in scheduled NOC or on-call rotation.
Nice To Haves
- 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, onsite 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.
Responsibilities
- Own and resolve Tier-2 tickets and incidents from intake through closure across end-user systems, SaaS platforms, identity, endpoints, networks, monitoring alerts, and security events.
- Document troubleshooting steps, client communications, next actions, and resolutions in HaloPSA, using appropriate ticket categorization, notes, timers, linking, merging, handoffs, and escalation paths.
- Administer and troubleshoot client platforms including JumpCloud, SentinelOne, PRTG, Hudu, Slack, Splashtop, and related support tools.
- Perform password resets, MFA support, user, group, and 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.
- Participate in the design, planning, and implementation of LAN and WLAN infrastructure, translating designs into production-ready wired and wireless configurations.
- Deploy, configure, and validate enterprise Wi-Fi, including site surveys, access-point placement, RF tuning, and post-deployment validation.
- Apply baseline network security practices, including firewall rules, VLAN segmentation, and access controls.
- Triage monitoring alerts, correlate them with client impact and relevant network or environmental conditions, and identify noisy alerts or false positives requiring remediation or senior review.
- Participate in NOC shift coverage and act as an escalation point for Tier-2 issues.
- Assist with investigation and response to security alerts, endpoint detections, and suspicious activity using endpoint, firewall, SIEM/monitoring, and ticket-history information; follow incident response and escalation processes.
- Configure and troubleshoot identity workflows, including SSO/SAML integrations, SCIM provisioning, JIT user creation, attribute mapping, certificate issues, and SAML assertions.
- Assist with MDM policies for Macs and mobile devices, Apple DEP/ABM, device enrollment, encryption enforcement, and basic deployment workflows.
- Escalate high-risk identity, access, or security-impacting changes for senior review when required.
- Maintain reusable documentation in Hudu and HaloPSA, including troubleshooting notes, client environment updates, network diagrams, wireless survey reports, and SOPs.
- Identify repeat issues, client pain points, documentation and workflow gaps, and recommend improvements that reduce future tickets and improve client outcomes.
- Help standardize repeatable procedures for Tier-1 staff and future IT Support Technicians.
- Assist Tier-1 engineers with troubleshooting, ticket quality, escalation readiness, and customer communication; share knowledge through documentation, discussions, and coaching.
- Participate in team collaboration, shift handoffs, and operational reviews.
- Keep clients and internal stakeholders informed, follow through until issues are resolved, validate impact before changing client systems, seek help early when needed, and protect client data and systems.
Benefits
- Performance-based bonuses.
- Health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Professional development opportunities and certification reimbursement.
- Paid time off and company holidays.
- Flexible work arrangements where applicable.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
