IT Services Technician

SpaceXSI is seeking a skilled IT Services Technician to join their team in Palo Alto, California. The successful candidate will provide advanced technical guidance and service to end-users, resolve complex IT issues, and collaborate with Level 1 technicians and senior IT staff.

Responsibilities:

• Provide second-line technical assistance for hardware, software, and network issues via phone, email, or in-person
• Diagnose and resolve complex technical problems, including system crashes, network connectivity issues, and software conflicts
• Manage and administer user accounts, permissions, and access controls in systems like Active Directory
• Assist with the deployment, configuration, and maintenance of hardware and software applications
• Monitor and maintain IT systems, including performing patch management, updates, and basic server administration
• Document and update IT service tickets with detailed resolutions and escalate unresolved issues to Level 3 experts or specialized teams
• Contribute to and maintain IT knowledge base articles and self-service wikis to enhance user self-sufficiency
• Support IT projects, such as system upgrades, migrations, or new technology rollouts
• Train and mentor Level 1 technicians, providing guidance on troubleshooting techniques and best practices
• Ensure compliance with company IT policies, security standards, and data protection protocols
• Provide new hire onboarding and offboarding service support

Basic Qualifications:

• 2+ years of experience in IT support, helpdesk, desktop support, field service, or hands-on technical role
• Knowledge of Windows and macOS operating systems and Microsoft Office Suite
• Experience with IT service management tools and ticketing systems

Preferred Skills and Experience:

• Associate’s or bachelor’s degree in information technology, computer science, or a STEM field
• Proficiency in troubleshooting network issues and basic server administration
• Familiarity with virtualization technologies and cloud services
• Relevant certifications
• Experience with scripting for automation tasks
• Knowledge of cybersecurity best practices and tools
• Ability to manage multiple priorities and meet deadlines under pressure
• Excellent problem-solving, analytical, and customer service skills
• Ability to work independently and collaboratively in a fast-paced environment

Compensation and Benefits:

• $39 - $49 USD per hour
• Comprehensive medical, vision, and dental coverage
• Access to a 401(k) retirement plan
• Short & long-term disability insurance
• Life insurance
• Various other discounts and perks