IT Help Desk Technician

Do you love working with technology? Are you the “go to” person when your family or friends have their technology related issues? Are you looking for a fun and dynamic work environment, where you can use your technical abilities and constantly challenge yourself? If you answered **YES** to those questions, then ModSquad’s IT Helpdesk is looking for you

As a member of the **IT Helpdesk**, you’ll be a vital lifeline to **ModSquad** and a highly-valued partner to our system administrators. The IT department has steadily grown over the past few years to include a unique mix of Dollywood enthusiasts, DJs, Extra Life streamers, pet lovers, failed writers (clearly), and a whole host of optimistic future-dwellers with a thirst for continuous improvement.

We like to think we’re not your average IT group. Having a good deal of fun while dealing with cutting edge technologies, is what makes us unique. You’ll find no dusty servers, ancient directory implementations, or rolling computer carts here. You bring your communication skills, empathy, and a sense of humour, and we’ll provide an environment in which you can learn a great deal, as you contribute your already significant skills to the budding ModSquad technical empire.

**Working Hours**:
8 am - 5 pm, Pacific Time (time is inclusive of 1-hour lunch). May need to work outside these hours as well as weekends when needed.

**Location**:
Santa Ana, San Jose, CR

**Responsibilities**:

- Provide onsite and remote support for technology issues, including - software, hardware, and networking
- Patch systems such as desktops, laptops, mobile devices, peripherals, networks, and related software, when present at an Operations Centre
- Log and track inquiries using Zendesk and relevant systems
- Provide guidance to other tiers of support
- Be available to work on-site and full-time at our beautiful new Santa Ana office
- Research new technologies to provide recommendations for improvement of existing systems
**Experience and Skills Required**:

- Minimum of 2 years technical experience troubleshooting issues related to both Windows, Mac and mobile devices
- Minimum 1 year experience troubleshooting network-related issues pertaining to TCP/IP, DNS, DHCP, VPN’s, Firewalls, Routers, Switches, WAP’s, or Structured Cabling
- Have an analytical approach to problem solving
- Excellent time management and organizational skills
- Experience working with a ticketing solutions like Zendesk, Fresh Desk
- Must be a good team player and eager to collaborate with others to accomplish the team’s objectives
- Strong sense of personal accountability with the ability to work independently
- Customer-focused, with excellent communication skills
**Educational Requirements**:

- CompTIA A+ certificate or any equivalent certification or formal training
- High School or equivalent diploma
**What Would Make You Awesome**:

- Passionate about tech and helping others solve their technology-related concerns
- Being able to make your peers laugh, and a keen sense of humour
- Aren’t afraid to let your GEEK flag fly, a love for all things techie, gaming, and digital

**About ModSquad**:
ModSquad is a global provider of managed digital engagement services. Our 10,000+ Mods chat with customers, moderate web content, manage communities, and buzz in social media for many of the world’s coolest brands, including the NFL, Zendesk, and Topps, to name a few. We bring companies closer to their customers than ever before. From global enterprises to international agencies to hip new startups, our clients have reaped the benefits of putting ModSquad's expertise to work. With experienced Mods available in 50+ languages in 70+ countries, we’re your squad for the digital world.