Senior IT Help Desk Technician (full time, work from home)

Paducah, Kentucky, United States | Full-time | Fully remote


About Connetic:
Connetic is a national managed service provider based in San Diego California. We provide network support and management services to small and medium-sized businesses. The company is actively growing and is providing great life and work balance with "work from home" positions and desirable benefits. We have a great atmosphere in the company and management is always interested in feedback from coworkers on ways to improve the company. Most of our employees are long-term hires as we try to invest in our staff and retain the talent. 

Candidate location: Central, Mountain, or Pacific times zones preferred.  


Job Title: Technician (Network Support)
Job description:

This is a full-time position for San Diego-based Managed Service Provider (MSP) in a helpdesk and dispatch capacity.

Job functions and responsibilities:

  • Provide helpdesk support via phone, e-mail remote control tools to clients across the country
  • Taking calls and help-request tickets through an online system
  • Troubleshooting of network devices, systems, and software
  • Work from home 
  • Travel may be required to surrounding cities and states on the rare occasion
  • Work from home on helpdesk and project work
  • Occasional shift on after-hours phone duty rotation
  • Compile and maintain client documentation

Position compensation and benefits:

  • Salary: $3,500-$4,500 per month (based on your location, experience, and ability to learn)
  • Benefits include:
  • Medical coverage allowance
  • 8 paid holidays a year - you choose holidays
  • 168 hours of paid time off per year (14 hours accumulation per month), which comes out to one month if you count  adjacent weekends
  • Unlimited unpaid time off
  • One hour lunch
  • Company issued desk phone and computer
  • Advancement opportunities
  • Reimbursement for successful passing of industry certifications (Cisco, Microsoft, and similar)
  • Stipend for cell phone and internet usage


Qualifications and requirements:

  • Must be US citizen
  • Clean driving/criminal record
  • Reliable transportation and modern smartphone (iPhone or Android-based device)
  • Ability to follow directions and solve problems under pressure while maintaining a professional demeanor
  • Have excellent oral and written communication skills
  • Be detail-oriented
  • Be able to self manage and organize
  • Use time efficiently
  • Ability to follow procedures and take direction
  • Must pass 90 day probation period and receive a good performance review
  • Must have broadband, high-speed internet connection compatible with VoIP/SIP phone system

Experience installing, configuring, managing: 

  • MS Office, Google Apps, OS X, Windows Vista/7/8/10, Server 2003-2016 installation, configuration, troubleshooting
  • User management in MS Active Directory (creating, disabling, removing, resetting, configuring user accounts), managing user groups/OUs/permissions
  • User and permission administration and management in a domain (AD, GPO, groups OUs, password, logon items, etc)
  • Knowledge and experience working with MS Exchange (administering users, creating mailboxes, managing mailboxes, and e-mail addresses), Google Apps for Business (assigning users, enabling features, resetting a password, etc), Office 365 (assigning users, enabling features, resetting a password, assigning licenses, etc), Dropbox,, Adobe products, and other software or cloud systems.
  • Network data sharing: SMB, CIFS, FTP
  • Hardware and software troubleshooting for desktops, laptops, mobile devices, wireless access points, switches, printers
  • Networking basics: TCP/IP, DNS, DHCP, NAT, SSH, HTTP/HTTPS, IPSEC, L2TP
  • Apple iOS, Android-based mobile device configuration, app installation, and device management
  • Antivirus software configuration, usage, installation
  • Virus and malware removal using common AV and anti-malware software packages
  • Updating and upgrading software, printer drivers, operating systems


Additionally desired but not required:

  • Hardware: servers, switches, firewalls, wireless access points, and storage from major manufacturers.
  • Linux, VMware, Active Directory, Exchange, MS SQL installation, configuration, and troubleshooting experience
  • Command-line use in Linux/Unix/PowerShell
  • HIPPA, SOX, FDA compliance knowledge
  • Experience leading projects
  • Experience and familiarity with: VMware vSphere vSphere, Microsoft Hyper-V, Xen, Veeam, Microsoft Exchange, MS SQL, ESET, McAfee, Office365, CommVault