Job Description

Senior IT Technician at High-Growth IT Startup

Cascade is a rapidly-growing MSP (managed service provider), offering tech services in New York, the Bay Area, Los Angeles, and beyond. We provide a world-class service to high-end clients in the Financial Services industry.

About the role:

We're looking for a new team member who can use their technical and customer service skills to impress our client’s most critical users, learn and advance quickly, be hyper reliable & responsible, and play a key role in our company's growth. This opening is for a technician who is comfortable working on-site with VIP users in New York and remotely assisting these same VIPs during their travel. We’re looking to provide an above market compensation package for the highest level of customer service, reliability, and flexibility, so only candidates who are highly confident of their ability to provide white-glove service should apply.

We are looking for someone with:

• Exceptional customer service skills, including a clear communication style, very high reliability, and full ownership of all issues to complete resolution.
• Demonstrable experience supporting Mac OS workstations. (PC experience is a plus)
• A passion for developing hard and soft skills and career advancement.
• Ownership and leadership character traits.
• Ticketing system organization and upkeep experience.
• The ability to be receptive and action-oriented in response to constructive feedback.
• A calm and focused demeanor in high-pressure situations.
• Strong professional and technical communication skills (both written and verbal).
• At least 7 years of help desk experience with evidence of growth
• At least moderate networking knowledge (DHCP, DNS, VPN, teleworker connectivity issues).
• Experience with Jamf Pro or other MDM platforms.
• Optional experience supporting audio/video systems (Creston, Savant, etc.)
• Basic understanding of bash and/or Power-shell scripting is a plus.

Some responsibilities include:

• Working directly with our VIP clients to tackle a diverse and unpredictable range of challenges.
• Providing technical support by phone, email, chat, and (as needed) in person.
• Working on state of the art, high-end, cutting-edge, technical improvement projects for client VIPs.
• Being available, flexible, and on-call to client VIPs with regular after-hours and/or weekend work.
• Being able to work with a team to solve difficult problems.
• Creating and maintaining technical documentation.

Compensation, benefits, and perks:

• Above-market base salary for excellent technical and communication skills.
• 95% coverage for medical/dental/vision premiums and more.
• 401k with employer match.
• $125 monthly technology reimbursement.
• $150 monthly meal stipend.
• $100 healthy living expense program.
• Generous reimbursement and bonuses for learning and training, including technical certifications.
• Flexible working hours.
• Regular work from home.
• Generous PTO, sick and family leave policies.

At Cascade, we have committed ourselves to being a diverse and inclusive workplace, ensuring our employees are comfortable bringing their authentic selves to work every day. We value unique perspectives and believe this is critical to solving complex problems. Everyone is welcome and encouraged to apply.

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