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22 Sep 2021

Full-Time Desktop Technician (Tier 1 ) for our Responsive Services Group

Macktez – Posted by Macktez HR New York, New York, United States

Job Description

Who are We?

Macktez is a small technology company with a close-knit culture that has grown at a slow but deliberate pace over the past two decades. We work with many nonprofits in the parks and service industries as well as numerous arts foundations and organizations, designers and architects, and have worked with numerous innovative startups. We measured our relationships with clients in decades. 

Additionally, many of our Team have been with us for five years or more, a few more than a decade, and a number have moved up from assistant roles to senior staff positions. Also, it is not uncommon for team members to move on to new opportunities and then be welcomed back years later with new and different skills to contribute.

You can expect to join a group of diverse, hard working Team Members who are passionate about technology, and enjoy solving problems collaboratively. We welcome applications with unusual backgrounds with an expectation that candidates have acquired hard and soft skills, and will bring their own unique perspective to the table.

About the Role

We are looking to add another Tier 1 Technology Services Technician to our six person Responsive Services group. Candidates should be interested in customer support, technical knowledge suitable to the systems we support, and be well organized with good written and verbal communication skills. Members of this group respond to requests directly from clients, from automated systems and alerts, and from other Team Members; they also work closely with the Managed Services group, which handles the direct technical design, implementation, and management for client systems.


– Take end user support requests and provide assistance to resolve issues.

– Document user issues and create tickets using ticket software.

– Diagnose and resolve technical issues.

– Update the Team on progress and ensure all tickets are resolved within a timely manner.

– Write and send daily reports quickly and clearly, keeping detailed records of time and services rendered.

– Contribute to the creation of clear, accurate, and informative shared process documentation.

– Cultivate a rapport with clients and other Team Members.

General Skills 

– Ability to plan ahead, managing expectations of clients and members of your group or Team.

– Ability to recognize when issues need to be assigned to or handed off to another more experienced Team Member.

– Interest and knowledge in technology and troubleshooting.

– Interest in continuously learning new technology.

– Effective handling of concurrent priorities.

– Ability to stay composed when faced with unexpected challenges.

– Work independently, as well as come together as part of a team.

Technical Skills

– The right candidate has interest in providing desktop and remote support, and a desire to expand knowledge base and skills through on-site training. (Note that this role is partially remote but requires time on-site in our office and may require visits to client offices.)

– Working knowledge of ticketing systems is helpful but not required.

– Comfort with authoring and updating technical documentation

– Experience with MacOS and Windows troubleshooting (e.g. Software Update management, CLI Administration, common application support)

– Familiarity with and a good general understanding of TCP/IP networking concepts and technologies (e.g. DNS, TCP/UDP, DHCP, Subnets, broadcast domains, Multicast, VLANs, ARP, SSH)

– Familiarity with LAN/WAN networks (e.g. Firewall and switch configuration, Routing, IPSec, NAT)

Compensation:  $50,000-60,000

More About Macktez

We work hard, but also remember to have fun. Some of our favorite parts of working at Macktez include:

– Working alongside exceptionally talented colleagues and clients.

– Competitive health and wellness benefits (including vision and dental).

– Discounted memberships to CitiBike and ZipCar.

– Competitive 401k with a large match, as well as bonus Incentives, monthly stipends, PTO.

– Scheduling autonomy with flexibility.

– Team outings and social events, when public health permits.

– The chance to work on cool projects spanning a huge range of technical disciplines including physical, cloud, and hyper-converged infrastructure design, enterprise MDM and zero-touch fleet management, high-performance SAN build-outs, large-scale fiber, copper, and wireless network installations, and a ton of other interesting areas.


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How to Apply

Some helpful suggestions to apply for this position:

- Please apply via the hiring page on our website. <https://www.macktez.com/hiring/> Resumes emailed directly will not be considered. (Really.) - Please include a cover letter with your resume, your application will not be considered. - If your resume doesn't make your relevant technical experience clear, please make sure your cover letter explains it.  - Show us that you read closely by letting us know precisely where you found out about us and this position. And by spelling our name correctly. (Yes, some applicants really do spell it wrong.)  Macktez is a very supportive work environment where you will be encouraged both to take responsibility for your own client projects and to collaborate with the rest of our skilled Team Members. Plus you'll get as many of our custom yellow notebooks as you can use, free! For more about us, look around our site and if you like what you see, we encourage you to apply on our hiring page. https://www.macktez.com/hiring/

Job Categories: Equal Opportunities. Job Types: Full-Time. Job Tags: Desktop Support, IT Technician, and Technology. Salaries: 40,000 - 60,000.

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