Service Desk Technician I

ULTRA MOBILE is seeking a talented Service Desk Technician I to join the TechOps Team in Costa Mesa, CA! Individual reports to Manager Operations, Info Tech. Role is in office.

ABOUT THE ROLE

As a Service Desk Technician on the TechOps Team, you have the mind of a problem solver and the soul of a caregiver. You are the guardian angel of our entire employee base. You have no trouble communicating; you take on issues that arise or walk a non-technical person through fixing their problems. Enterprise platforms, Customer Service, and SaaS administration are in your DNA, and you have the blood test to prove it. (Or maybe just the experience. That works, too.)

Your usual day of awesomeness includes:  

• Ensure prompt resolution of user requests, incidents, and interactions.
• Serve as the initial point for all requests and incidents and escalate as needed.
• Provide remote and/or in person assistance in a hybrid work environment.
• Review ticket trends and assist in finding solutions to automate or improve upon SLA commitments.
• Provide assistance concerning the use of computer hardware and software, including printing, installation, repairs, e-mail and operating systems.
• Provide assistance with creating and administering accounts in SaaS infrastructure.
• Perform network and wifi troubleshooting to isolate and diagnose common network, wifi, or ISP problems.
• Ability to be both highly organized with attention to detail but also able to think big-picture strategy.
• Maintain communication with the internal team during the problem resolution process.
• Assist in keeping track of inventory and making sure all assets and licenses are accounted for.
• Responsible for documenting case notes and technical documentation for future reference.
• Provide excellent customer service at all times.

WHAT YOU BRING

• At least 2-3 years in a corporate IT help desk/service desk role.
• Experience or some knowledge with Mac and Windows management in an enterprise environment using JAMF, Active Directory, Group Policy, G-Suite, Okta, Office 365, Atlassian Suite (JIRA Service Desk, JIRA Software, Confluence), or equivalent tools.
• Experience using remote support tools: Team Viewer, RDP, or equivalent tools.
• Experience or some knowledge with processes including ITIL, Documentation, Change Management, and Work Prioritization.
• Experience or some knowledge with relevant IT technology: DNS, DHCP, networking, VPN, storage, VoIP, etc.
• Experience with hardware maintenance and troubleshooting procedures.
• Experience reviewing and understanding software/operating system logs (varied by system) for troubleshooting and issue resolution.
• General experience with Mac and Windows operating systems.
• Experience using MS Intune and/or JAMF to manage devices.
• Natural tendency to focus on scalable long-term solutions.
• Experience or some knowledge with Audio & Visual solutions and integrations.
  • Audio visual (AV) technicians, also known as audio visual production specialists or audio video specialists, set up, operate, and maintain audio and visual equipment for live events. The responsibilities include:
    • Equipment: The setup, maintenance, and troubleshooting of a variety of equipment; including projectors, sound systems, microphones, video cameras, recording equipment, amplifiers, video screens, and speakers.  Arranging repairs when required, and ensuring equipment is up to safety standards
    • Knowledge: Audio and Video routing, Mixing Audio (such as working with gain, compression/expansion, EQ, Feedback Control). Familiarity with OBS, Visca over IP, NDI protocols, and Dante protocols. 
    • Project management: Working with the technical director to create technical and production requirements, and monitoring projects from start to finish
    • Site assessments: Performing site assessments
    • Staging design: Working with creative design and sales teams to create staging designs
• Ability to be on call during off business hours (within reason).
• Excellent English verbal and written communication skills.

WE ARE ULTRA & MINT 

We connect people to what’s most important in their lives: Easily, affordably and reliably. We strive to be California’s Preeminent Destination Employer. Oh yeah, we get it too! We understand what matters to you most. You’re an individual with unique needs, and we’re prepared to exceed any expectations you have for an ideal employer. 

We’re smart, strategic, and get things done without a lot of red tape or unnecessary politics. Everyone matters here and everyone has a voice. Expect to spend your time contributing to projects that really matter. We obsess over the employee experience. To start, we provide some of the most competitive salary, benefits, family leave, and vacation in Southern California. We believe in you and invest in you. Not just your career aspirations, but your life.

In addition, we’ve got a laundry list of perks you’ll brag about on insta -- Lunch every day prepared by our very own chef, healthy snacks, onsite gym, car wash services, and most importantly, a team atmosphere. We even raise the bar on well bars, including Espresso/Cappuccino/Nitro/Cold Brew Bar, Froyo Bar, Breakfast Bar, Snack Bar and a, well, you know, bar (after 5 pm).  

And if you feel intrigued right now reading, imagine the co-workers we have already attracted. This is the kind of team you’ll want to take home to mom or invite to your kid’s next birthday party. This is the kind of close-knit community happening here. Come check out how you can be part of Ultra & Mint! 

OUR VALUES – LET’S MAKE LIFE ULTRA TOGETHER!

• Ownership: We are all owners; be the outcome and get the job done.
• Action Biased: Be brilliant, proactive, and act with urgency.
• Embrace the Adventure: Be agile, adaptive, and thrive on change.
• Invent and Simplify: Never accept good enough.

$1,000 REFERRAL BONUS

Take a look at this job description, if you are the right person, please apply. If Ultra Mobile doesn't appear to be a fit for you, refer a friend or colleague and get $1,000. Let your friend or colleague know to provide your full name and email when applying to the job.  If we hire them and they stay for 90 days, you get $1000.  For more details of restrictions and rules, please email [email protected].

We are committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualification, experience, ability, and job performance.

In support of the Equal Pay for Equal Work Act, the range of starting pay for this role is $38.00 - $48.00/hr.  This is not a guarantee of compensation or salary, actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, education, certifications, responsibility, and geographic location.  We also offer a variety of benefits including health, disability insurance, 401 (k), flexible spending accounts, EAP, education reimbursement, parental leave, unlimited vacation, bonuses, and company paid holidays.  The specific programs available will vary depending on state, start date, and employment type. Our recruitment team will be happy to answer any questions you may have.

#LI-Inoffice