IT Help Desk Technician

SD Reliance Management Inc is hiring an IT Help Desk Technician for hybrid work in Roseville, CA.

Responsibilities

• Answer incoming client calls and assist with technical support requests
• When needed, create PSA tickets and log all relevant issue details
• Diagnose and resolve common IT incidents as they come in
• Escalate incidents and service requests that cannot be resolved within a reasonable timeframe
• Communicate with users by providing incident status updates and notifying users of impending changes or agreed outages
• Support technology projects including upgrades, rollouts, remediation, and onboarding
• Monitor alerts from remote system monitoring tools and, when required, enter issues into the service ticketing system
• Manage client equipment and software inventory
• Track and record time spent servicing clients on ticketing items
• Document all work and issue details in a routine and comprehensive manner
• Occasionally support adjusted schedules, including overtime and evening/weekend hours, to prevent or limit downtime

Requirements

• At least one industry certificate or equivalent post high school education (minimum: A+, Network+, etc.)
• Minimum 1 year hands-on experience in a business technology related position or equivalent experience
• Experience delivering direct, high quality customer service and support
• Prior experience using a PSA ticketing system
• Experience with managed services products and/or PSA tools such as Datto RMM or Autotask
• Strong working knowledge of tools to administer Windows platforms: Windows 7/10/11 and Windows Server 2008/2012/2019/2022/2025
• Ability to perform basic troubleshooting on a business LAN\WAN
• Ability to troubleshoot Windows-based applications, networking, virus/malware, and related issues
• Ability to perform basic Active Directory tasks
• Technical understanding of virtualization technologies including VMWare and HyperV
• Ability to coach and guide users through basic computer tasks
• Ability to work independently while collaborating as part of a team
• Ability to remain calm under pressure and handle unexpected issues
• Ability to learn and adapt quickly to changing situations, issues, and environments
• Working knowledge of relevant operating systems, software, and programming
• Clear understanding of client/server technology and network architecture
• Excellent problem-solving, critical thinking, and decision-making skills
• Keen attention to detail; strong organization, time management, and prioritization
• Efficient troubleshooting skills
• Effective communication skills, including speaking, writing, and active listening
• Great customer service and interpersonal skills
• Great project management skills including organization, planning, time management, and prioritization
• Ability to sit or stand for prolonged periods

Technical Tools & Platforms

• PSA, Datto RMM, Autotask
• Windows: Windows 7, Windows 10, Windows 11
• Windows Server: 2008, 2012, 2019, 2022, 2025
• Active Directory, VMWare, HyperV
• Dentrix, Open Dental, Eaglesoft (not required; knowledge is a huge plus)
• LAN\WAN (business LAN\WAN)

Compensation

• USD 23 per hour

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Model

• Hybrid in Roseville, CA
• Remote support included

Additional Schedule Notes

• After certain training milestones are achieved, there may be an opportunity for a flex schedule to complete some work nights and weekends (example: server reboots, server provisioning, applying updates, and after-hours troubleshooting)