HelpDesk Technician II

Named a Top 75 Accounting Firm and Top Workplace USA, we're recognized for exceptional employee engagement and dedication in helping our clients solve problems, navigate complexity, and build a foundation for sustainable growth.

In 2018, we became a certified B Corporation (B Corp ). The B Corp certification distinguishes companies that use the power of business to solve social and environmental problems. It helps us better assess how our core values align with our daily operations and identify where we can improve.

*** This is a remote position. We are looking for someone based in Hawaii or someone willing to work a swing shift from 10:00 AM to 7:00 PM to support our international employees. ***

Summary:

The HelpDesk Technician II will serve as an advanced support role, bridging the gap between entry-level and more experienced technical support. This position is responsible for addressing intermediate technical issues, delivering high-quality support to end-users, and maintaining the efficiency of technology systems. The Technician II will troubleshoot hardware, software, network, and connectivity issues, escalate more complex problems to Tier III support, and contribute to IT tasks and projects. Additionally, this role includes mentoring junior staff and enhancing the overall productivity of the help desk team.

Job Responsibilities:

• Manage the deployment and setup of PCs, laptops, and printers using predefined configurations
• Oversee office workstation setups and cable management
• Respond to support requests via ticketing system, email, and phone, ensuring prompt resolution
• Document incidents and solutions, maintaining a detailed knowledge base
• Prioritize and manage incoming requests, escalating as necessary
• Collaborate with vendors to resolve technical issues related to desktop equipment and software
• Participate in project work and assist in training other team members as needed
• Effectively prioritize and resolve issues while mentoring junior staff and collaborating within a team environment

Qualifications:

• High School Diploma required
• 2+ years of experience in a technical support role or similar position, with a solid understanding of IT systems and troubleshooting techniques
• Associate's Degree or relevant technical certifications preferred
• Basic knowledge of Active Directory preferred
• Familiarity with both Microsoft and Mac OS environments, along with basic networking skills, is required
• Must be able to provide after-hours support as needed and handle both remote and on-site support tasks
• Strong understanding of hardware, software, network, and connectivity issues. Actively seeks to enhance knowledge of systems and utilizes analytical thinking to resolve issues. Identifies root causes of problems and effectively communicates technical details to OPS or Tier III teams in a clear and timely manner
• Engages in continual learning to stay current on industry trends, new technologies, and system improvements, further enhancing technical skills and support capabilities
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. Maintains professionalism in all communications and escalates issues with clear, concise documentation
• Demonstrated ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Excellent attention to detail in troubleshooting and documentation. Capable of evaluating when to escalate or deescalate issues based on user needs and system impact. Sets clear expectations with users regarding issue resolution processes
• Strong ability to collaborate within a team environment, providing mentorship and support to junior staff members
• Thorough understanding of help desk processes, including ticketing systems, issue triage, and prioritization based on system criticality, user needs, and business objectives

There are many reasons to join the Sensiba team: generous benefits, competitive compensation, professional advancement opportunities, and above all - our people. If you're looking for an environment that offers you growth, success, and professionalism without compromising your family, passions, and life outside of work, apply today!

Sensiba has a robust offering of benefits, including:

• Medical, dental, vision
• Generous PTO plan and paid sick time
• Flexible work arrangements
• 401K with company match
• Discretionary performance bonus
• Business referral incentive pay
• Sabbatical leave
• 11 paid holidays

For individuals based in San Francisco, consistent with the SF Fair Chance Ordinance, an arrest and conviction record will not automatically disqualify a qualified applicant from consideration.

For individuals who would be working within the City of Los Angeles, Sensiba will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Sensiba LLP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Sensiba LLP complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at talent@sensiba.com.

Certain states require employers to disclose the pay range in job postings. This position may be eligible for an annual discretionary bonus. For more information about our benefit offerings and other total rewards, contact our human resources team.

Compensation Range: $16.00 - $31.00/Hour*

*Compensation may vary based on skills, role, and location.