IT Support Services Technician

We are currently seeking a IT Support Services Technician to join our Team.

This is a remote based position however; occasional travel within the Orange County, CA area may be required for in-person team meetings, client needs, or Reflex business. Candidate must live within 25 miles of Orange County, CA with reliable transportation.

Position Overview

The Support Services Team is responsible for serving as a front-line technical resource for end users across our client base in a managed service provider environment. This role provides responsive remote support, troubleshoots day-to-day technical issues, documents customer interactions, escalates requests when appropriate, and helps ensure a reliable, friendly support experience for everyone who contacts us.

The ideal candidate is genuinely customer-service focused, thrives as a self-starter, and can stay productive and accountable without close supervision. This individual communicates clearly with technical and non-technical users, takes ownership of assigned tickets, and contributes to a positive client experience through patient, efficient, and professional support.

Key Responsibilities

Helpdesk Support & Ticket Management

- Serve as the first point of contact for end users who need remote technical assistance

- Research, resolve, and respond to inquiries in a timely manner, exceeding SLA expectations

- Manage assigned tickets from intake through resolution, including timely follow-up and clear communication

- Document all customer interactions, troubleshooting steps, and issue resolutions accurately in the ticketing system

- Escalate issues appropriately when additional technical expertise or coordination is required

Technical Troubleshooting & Service Quality

- Address RMM and security alerts across all managed platforms, endpoints, servers, and network devices

- Perform proactive maintenance including patch management and deployment, backup verification, and remediation of failed automated tasks

- Identify recurring alert patterns and recommend automation or configuration changes to reduce noise and prevent repeat incidents

- Install, maintain, and troubleshoot software, hardware, peripherals, and connected devices

- Provide support for Windows and/or Mac operating systems, Microsoft 365 applications, and common user access issues

- Assist with basic Google Workspace and Microsoft 365 and Azure AD / Entra ID administration, including password resets, account provisioning, and basic user or device management

- Support basic networking issues, including DNS, DHCP, VPN, Wi-Fi connectivity, and remote access troubleshooting

- Assist with triage and escalation of system or network outages to help reduce downtime

Customer Experience & Communication

- Provide courteous, patient, and efficient assistance to every end user

- Inform customers of repairs needed, answer basic questions, and confirm customers understand and are satisfied with completed work

- Communicate clearly with both technical and non-technical users throughout the support process

- Contribute to knowledge base articles and internal documentation as needed

Productivity & Team Collaboration

- Work independently while managing a ticket queue and prioritizing tasks effectively

- Collaborate with team members to resolve client issues and share relevant technical findings

- Operate effectively in a fast-paced, non-scripted helpdesk environment

What We’re Looking For

- 3 or more years of experience in a helpdesk, desktop support, or technical support role, ideally supporting multiple clients or accounts in an MSP environment

- Hands-on troubleshooting experience with Windows and/or Mac operating systems, Microsoft 365 applications, and common hardware or peripheral issues

- Experience working with a ticketing system and remote support or remote access tools in a professional support setting

- Working familiarity with Microsoft 365 and Azure AD / Entra ID administration, including password resets, account provisioning, and basic user or device management

- Working familiarity with Google Workspace administration, including password resets, account provisioning, and basic user or device management

- Basic understanding of networking fundamentals, including DNS, DHCP, VPN, and Wi-Fi troubleshooting

- Strong customer-service orientation with the ability to communicate clearly and patiently with both technical and non-technical end users

- Demonstrated ability to work independently, manage a ticket queue, and prioritize without close supervision

- Strong written communication skills to ensure clear documentation of customer interactions and issue resolutions

- Certifications such as CompTIA A+, Network+, Microsoft MD-102, or Microsoft MS-900 preferred, but not required

What We Offer

- Competitive base salary, starting at $32.00/hour

- PTO and Holidays

- Health Benefit Stipend / 401k

- Cell Phone Reimbursement

- Annual donation to your favorite charity

- Professional development opportunities

We are looking for the top new talent to help us deliver exceptional service to our clients. We believe in making our team the best in the industry. If you are looking to advance your career and take your experience to the next level, please submit your resume and cover letter.

This position requires availability for an 8-hour shift between 7:00 AM and 4:00 PM, Monday through Friday. The role also occasionally requires on-call availability on Saturdays and Sundays from 7:00 AM to 10:00 PM, and Monday through Friday until 10:00 PM. Position is work from home; however, occasional travel within the Orange County, CA area may be required for in-person team meetings, client needs, or Reflex business. Candidate must live within 25 miles of Orange County, CA with reliable transportation.

Reflex Networking is an Equal Opportunity Employer.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds.

Reflex Networking is committed to a diverse and inclusive workplace. Reflex Networking is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Reflex Networking helps businesses operate securely and efficiently through proactive managed IT services. Our mission is “Making Technology Safer for Business.” We pride ourselves on delivering reliable support, strong client relationships, and forward-thinking technology solutions.