Sidewerks

### What You’ll Do

#### Help Desk Leadership (Primary Focus)

* Own daily help desk operations, performance, and escalation handling

* Act as senior escalation point for complex or high-impact incidents

* Define and enforce ticketing standards, SLAs, and escalation paths

* Actively work on tickets when volume or severity requires

* Review tickets for technical accuracy, documentation, and client communication

* Train, mentor, and hold help desk staff accountable

#### MSP Operations

* Oversee IT service delivery across multiple managed clients

* Balance reactive support with proactive improvements

* Assist with onboarding new clients and transitioning environments

* Work directly with vendors, ISPs, POS providers, and software partners

* Support account management with technical leadership and planning

#### Hospitality & POS IT Support

* Support restaurant and hotel environments including:

* **POS systems** (installation support, troubleshooting, vendor coordination)

* Back-of-house networks and segmented VLANs

* Guest Wi-Fi networks

* Multi-location VPN and firewall configurations

* Understand the urgency of downtime in hospitality environments

* Participate in after-hours incident response when required

#### Technical Responsibilities

* **Microsoft 365 and Google Workspace administration**

* Active Directory and Azure AD

* User lifecycle management (onboarding/offboarding, access control)

* Networking fundamentals (firewalls, switches, Wi-Fi, VPNs)

* Patch management, backups, monitoring, and security oversight

* Maintain clear, consistent technical documentation and runbooks

Job Type: Full-time

Pay: $70,000.00 - $110,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: Hybrid remote in Pasadena, CA 91105