IT Lead Service-Desk Engineer
Paradigm Business Solutions, Inc. is a growing Managed Service Provider delivering IT solutions to small and medium-sized businesses across a variety of industries. We pride ourselves on providing high-quality service, building solid client relationships, and overcoming complex technical challenges.
We are seeking a senior-level IT specialist who excels in a fast-paced MSP environment and enjoys solving complex, high-impact technical issues. This role functions as a key escalation point within the team and plays an important part in both advanced escalation support and on-site project delivery.
Location: Chico, California
Work Environment: Primarily on-site with flexibility based on business needs
Compensation: Salary, with Overtime
Salary Range: [To be determined]
Benefits:
· A results-driven work culture with a flexible schedule
· Relaxed PTO policy, including mandatory major holidays, and your birthday
· Relaxed and team-oriented working environment
· Company-paid health insurance (after 90 days)
· Fair compensation & bonuses
Role Summary:
As the lead Service Desk Engineer, you will primarily serve as an escalation point for complex technical issues and document the results. Secondary responsibilities include implementing new equipment setup & data migrations for large projects. You will work across a wide range of technologies and play a key role in maintaining client uptime, security, and overall IT performance.
Responsibilities:
· Own and resolve complex technical escalations impacting client operations
· Troubleshoot and remediate advanced server, network, and cloud infrastructure issues
· Respond to and resolve full-site outages and critical incidents
· Collaborate alongside team members to solve challenging and previously undocumented issues
· Work directly with vendors to diagnose and fix technical problems with client-specific software
· Provide support to clients via phone, email, and face-to-face interactions
· Manage and prioritize a workload of support tickets effectively
· Act as an escalation point and provide guidance to less experienced technicians
· Scope, plan, and estimate technical projects based on business requirements
Project Work and Engineering Responsibilities:
· Perform server migrations, including Active Directory, DNS, Group Policy, VDI, file shares, and permissions
· Execute local or cloud migrations, including Microsoft 365 and SharePoint environments
· Assist with network upgrades, system implementations, and client onboarding
Core Requirements:
· Minimum 5 years of experience in an IT MSP or similar IT support/project environment
· Strong experience supporting business IT environments across multiple clients
· Proven ability to diagnose complex and high-impact technical issues
· Experience serving as an escalation point for technical teams
· Strong customer service skills with the ability to build and maintain client relationships
· Excellent written and verbal communication skills
· Ability to manage multiple priorities in a fast-paced environment
Technical Skills and Experience:
Systems and Operating Systems:
· Strong experience with Microsoft Windows Server and desktop operating systems
· Experience supporting Apple devices, including macOS, iPhones, and related hardware
Cloud Platforms and Services:
· Microsoft 365 / Office 365 administration and support
· Azure Active Directory / Entra ID
· Experience with SharePoint and cloud-based migrations
· Familiarity with G Suite (G Suite)
Networking:
· Strong understanding of TCP/IP networking fundamentals
· Experience in troubleshooting firewalls, switches, routers, and wireless access points
· DNS configuration and troubleshooting
Security and Backup:
· Experience with antivirus, EDR, MDR, and email security solutions
· Backup and disaster recovery planning and execution
· Experience responding to cybersecurity incidents
Tools and Platforms:
· Datto Remote Monitoring and Management (RMM) tools
· Professional Services Automation (PSA) tools such as AutoTask
· Intune, Meraki, or other device management platforms like Apple Business Manager
· VoIP systems troubleshooting and support
Professional Soft-Skills and Attributes:
· Strong ownership mindset and accountability
· Ability to rank and adapt in a fast-paced MSP environment
· Efficient problem-solving and critical thinking skills
· Competent and assured communication with clients and team members
· Strong organizational and time management skills
· Cooperative team player with a positive attitude
· High level of honesty and professionalism
Pay: $30.00 - $45.00 per hour
Benefits:
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Paid time off
- Parental leave
- Professional development assistance
- Tuition reimbursement
Work Location: In person
