The Mice Groups, Inc. ยท 10 hours ago
Information Technology Support Technician
San Mateo, CA
Full-time
Onsite
Senior Level
$35/hr - $45/hr
5+ years expThe Mice Groups, Inc. is seeking an IT Support Technician for their Professional Services Division. This full-time role involves providing on-site technical support, troubleshooting issues, and maintaining excellent customer service for clients across the SF Bay Area.
Human ResourcesRecruitingStaffing Agency
Responsibilities
Field incoming help requests from end users via both telephone and work orders in a courteous manner
Handle escalations from other techs and customers
Build rapport and elicit problem details from help desk customers and clients
Maintain excellent customer service
Troubleshooting and performing routine maintenance of workstations and servers remotely and onsite
Maintaining a positive attitude and fast paced, detail oriented, and multi-tasking work ethic
Diagnostics of issues related to the skillset below
Responding to, detailing work done, and closing remote support tickets
Maintenance and updating of our customer database used in creating service request orders
Assisting customers in purchasing decisions when needed
Maintaining a safe and clean work environment
Maintaining a professional image and attitude
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
Record, track, and document the request problem-solving process
Apply diagnostic utilities to aid in troubleshooting
Identify and learn appropriate software and hardware used and supported by the organization
Resolve problems
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow-ups to help requests
Develop help sheets and knowledge base articles for end users
Perform related duties consistent with the scope and intent of the position
Qualification
Required
5-7 years of IT Support experience
Ability to be client facing
Expert in Mac support and maintenance with MDM tools like Jamf, Kandji, etc
Expert in SSO setup in tools like OneLogin, Okta, Azure AD and Google Workspace
Expert in network troubleshooting for endpoints and servers
Working knowledge of endpoint lifecycle policies, options for replacements and communication
Working knowledge of Windows endpoint management and maintenance
Working knowledge of asset management systems and upkeep
Working knowledge of Firewalls and Meraki switch / WIFI access point administration
Working knowledge of Google Workspace and O365 administration
Working knowledge of administration of ticketing and workflow tools like Jira
Working knowledge of other project and documentation tools like Atlassian products, Notion, Asana Verkada
Working knowledge of Slack administration
Understanding of how to implement and maintain role based access controls for applications
Working knowledge of SAAS app maintenance and integrations via APIs
Working knowledge of AD administration and maintenance
Working knowledge of on premise server deprecation and cloud migration
Working knowledge of Change Management procedures and communication around changes
Working knowledge of outage procedures and communication around how the are communicated. Ability to write post mortem reports after an outage
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Company
The Mice Groups, Inc.
The Mice Groups is a certified minority-owned California corporation founded in 2000 by two seasoned staffing professionals.
201-500 employees
H1B Sponsorship
The Mice Groups, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2023 (1)
Funding
Current Stage
Growth StageLeadership Team
Aco Alvarez
CEO & Owner
Recent News
2022-10-28
Company data provided by crunchbase