Helpdesk Technician - L2

Employment Type

: Full-Time


: Miscellaneous

Hi, We're SugarShot. We're an open rebellion against the IT grain. We do Technology. Differently. Come join us!

SugarShot is an information technology company with practice areas in Cybersecurity, IT Support and Professional Services. We are growing quickly, been honored on the Inc. 5000 3 years in a row, and have excellent opportunities for great people who are looking to make a real difference in the market place. Our name is unique, because our story is unique, and so is our future. Come join us! In addition to great pay and benefits, we offer flexible work schedule, super cool, tech company environment, continuing education and mentoring, comprehensive health benefits, 401K, profit sharing, lots of free lunches and occasional video games in the late afternoons.


In this exciting and challenging role, you will assist in providing technical support for internal and clients' users, infrastructure, network, servers, and mobile devices. SST has an extensive international client list, operates in multiple data centers, and manages a large number of servers, desktops, and related networking equipment. You will work under the Service Manager and with other IT team members to fulfill your responsibilities.

This is a great opportunity to get involved in a solid, privately held company (since 1995) where you'll get your hands dirty with A LOT of cool technology. Our relaxed and flexible work environment encourages teamwork and dedication. We're a small company and your input will carry a lot of weight in getting things done. You'll be working on both internal systems and client systems. Our clients always present new challenges and will keep you from getting bored.

If you're interested in –

  • Making a big impact in a small company
  • Relaxed and flexible hours
  • Work-from-home opportunities
  • Earned trust and responsibility
  • Working and communicating with a team of professionals
  • Growing with our company
  • Playing with the latest gear
  • Free drinks and snacks
  • Good coffee

Then you'll enjoy your time with SugarShot!

However, if you're –

  • Looking for a “9-5” job
  • Looking for a corporate environment
  • Looking to be micro-managed
  • Looking to have your hand held
  • Stuck on old technology
  • Habitually tardy/absent
  • One who doesn't deliver when you say you will
  • Not good communicating or working in a team environment
  • Someone who has owned your own company in the past

Then please DO NOTapply. You will NOTbe happy here.

Essential Responsibilities & Duties

  • Support SST's and clients' users
  • Ability to travel onsite to client locations in the greater Los Angeles area, as needed
  • Log all activities in our ticketing system
  • Document common issues and resolutions for submission into our knowledge base
  • Train users, in-person and remotely
  • Administer Office 365 applications and e-mail
  • Handle escalations from L1 Helpdesk team members
  • Maintain installed hardware and software inventory
  • Ensure security and software updates are successfully applied per policies/SLAs
  • Troubleshoot server, workstation, network, and mobile hardware
  • Perform OS and application reinstalls
  • Participate as an IT team member
  • Participate in internal and client projects
  • Ability to lift 25lb
  • Perform after-hours on-call duties, per on-call rotation schedule
  • And other duties and responsibilities as assigned from time to time

Personal Qualifications

  • Must be highly detail oriented and a proven commitment to high quality workmanship
  • Must have excellent, thorough, and methodical problem solving skills
  • You must be able to work with challenging personalities and maintain a professional and positive demeanor with users at all times
  • Must have drive and a “-ness” about you that takes pride in supporting yourworkstations/users
  • Must be a self-starter
  • Must have exemplary interpersonal and English communication skills (spoken and written)
  • You must have a reliable mode of transportation, a mobile phone, and a reliable high speed Internet connection from wherever you live
  • You must maintain good personal hygiene habits
  • A good sense of humor

Technical Qualifications

  • 3+ years of experience in Helpdesk Support is REQUIRED
  • A strong understanding of Windows 7 and 10 is REQUIRED
  • A strong understanding of Mac OSX is REQUIRED
  • A strong understanding Microsoft Office is REQUIRED
  • A strong understanding of supporting Microsoft/Office 365 is REQUIRED
  • A strong understanding of VPN is REQUIRED
  • A strong understanding of WiFi connectivity troubleshooting is REQUIRED
  • A strong understanding of advanced networking (including but not limited to: VLANs, dynamic routing protocols, packet inspection) is REQUIRED
  • A strong understanding of the Internet's architecture is REQUIRED
  • A strong understanding of cloud hosting platforms (Azure and AWS) is REQUIRED
  • A strong understanding of VMware vSphere is REQUIRED

To really stand out –

  • MSP experience is a big plus
  • Microsoft and Apple certifications are a big plus
  • Experience with ConnectWise (Manage/Automate/Control) is a big plus
  • Possesses or working toward Microsoft Certification, CompTIA Network+, CompTIA Security+ is a plus
  • ITIL certification is a plus
  • Experience with Auvik is a plus
  • Understanding of the OSI networking model is a plus
  • Linux skills are a plus
  • Understanding of virtualization concepts is a plus


  • Great pay
  • Flexible work schedule
  • Fantastic working environment
  • Continuing Education
  • Comprehensive health benefits
  • 401K
  • Lots and lots of free lunches and snacks

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