{"id":2970406,"url":"https://alion.io/job/black-mountain-dynamics-it-support-technician","title":"IT Support Technician","company":{"id":4455400,"name":"Black Mountain Dynamics","domain":"blackmtx.com","url":"https://alion.io/company/black-mountain-dynamics","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Palo Alto, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":120000,"max":145000,"currency":"USD","period":"year","gross":null,"usd_annual":145000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Google Workspace","optional":false},{"name":"Least Privilege","optional":false},{"name":"PagerDuty","optional":false},{"name":"PowerShell","optional":false},{"name":"SentinelOne","optional":false},{"name":"SIEM","optional":false},{"name":"Slack","optional":false},{"name":"VLAN","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false}],"status":"live","first_seen_at":"2026-10-20T22:35:33Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-21T05:40:12Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"IT Support Technician - Tier-2 / Primary Resolver\nDepartment: Service Delivery\nRole Type: Hybrid, with regular onsite client work in San Francisco\nLocation: Must be based in San Francisco or the North Bay\nAbout Black Mountain Dynamics\nBlack Mountain Dynamics secures, deploys, and supports IT infrastructure for startups, venture-backed companies, and growing organizations. We partner with innovative clients to design, deploy, and operate reliable network, security, identity, and endpoint environments that support critical business systems.\nOur approach emphasizes security, performance, documentation, operational resilience, and high-touch service delivery. As our client base grows, we are expanding our engineering team to support increasingly complex customer environments across multiple locations, platforms, and technical stacks.\nRole Overview\nWe are looking for an IT Support Technician to join our growing Service Delivery team. In this role, you will own escalated technical issues, perform in-depth troubleshooting, and work directly with clients to resolve incidents and requests across end-user systems, SaaS platforms, identity, networking, endpoint security, and monitoring tools. You will also help design, deploy, and validate LAN and WLAN infrastructure for client environments.\nThe IT Support Technician is a primary resolver for customer issues. This role requires strong technical judgment, clear communication, disciplined ticket ownership, and the ability to balance client urgency with safe, process-driven execution.\nPrimary Mission\nResolve customer issues end-to-end and deliver reliable network infrastructure while keeping clients informed, protecting uptime and security, and improving the way the team works.\nCore Responsibilities\nTicket Ownership & Escalated Support\nOwn and resolve Tier-2 tickets and incidents from intake through closure, including end-user issues, SaaS platforms, identity, endpoints, network issues, monitoring alerts, and security events.\n\nClearly document troubleshooting steps, client communication, next actions, and resolution details in HaloPSA.\n\nUse proper ticket categorization, notes, timers, linking, merging, handoffs, and escalation paths. Prioritize response quality, client visibility, and timely escalation when issues require senior review.\n\nTechnical Triage & Systems Administration\nAdminister and troubleshoot common client platforms including JumpCloud, SentinelOne, PRTG, Hudu, Slack, Splashtop, and related support tools. Perform password resets, MFA support, user/group/device management, SaaS access changes, and endpoint troubleshooting.\n\nSupport Microsoft 365 and Google Workspace administration, including permissions, shared drives, mailbox access, exports, and basic PowerShell-supported tasks where appropriate.\n\nAssist with Pax8, PagerDuty, StellarCyber, LucidChart, Avanan, Auvik, and other tools as assigned.\n\nNetwork Design & Implementation\nParticipate in the design, planning, and implementation of LAN and WLAN infrastructure. Translate network designs into precise, production-ready configurations across wired and wireless environments.\n\nWireless Network Delivery\nDeploy, configure, and validate enterprise Wi-Fi infrastructure, including site surveys, AP placement, RF tuning, and post-deployment validation.\n\nBaseline Network Security\nApply baseline network security practices, including firewall rules, VLAN segmentation, and access control, as part of standard deployment and configuration work.\n\nThis role is not security-primary, but sound security hygiene is expected.\n\nNetwork & NOC Support\nTriage alerts from monitoring platforms such as PRTG and correlate alerts with client impact, switches, firewalls, ISPs, and known environmental issues.\n\nParticipate in NOC shift coverage and become a reliable escalation point for Tier-2 issues. Identify noisy alerts and false positives that require remediation or senior engineering review.\n\nSecurity & Incident Response\nSupport investigation and response for security alerts, endpoint detections, and suspicious activity. Use tools such as SentinelOne, firewall logs, SIEM/monitoring platforms, and ticket history to assist with detection, containment, remediation, and escalation. Follow established incident response and escalation processes.\n\nMaintain awareness of cybersecurity trends, client risks, and operational security best practices.\n\nIdentity, SSO & Device Management\nConfigure and troubleshoot identity workflows within JumpCloud and related identity platforms. Support SSO/SAML integrations, SCIM provisioning, JIT user creation, attribute mapping, certificate issues, and SAML assertion troubleshooting.\n\nAssist with MDM policies for Macs and mobile devices.\n\nUnderstand Apple DEP / ABM, device enrollment, encryption enforcement, and basic deployment workflows.\n\nEscalate high-risk identity, access, or security-impacting changes for senior review where required.\n\nDocumentation & Process Improvement\nMaintain clear, timely, and reusable documentation in Hudu and HaloPSA so tickets, handoffs, escalations, and repeat issues are easy for the team to understand and act on.\n\nCreate and maintain troubleshooting notes, client environment updates, network diagrams, wireless survey reports, and repeatable SOPs.\n\nIdentify repeat issues, client pain points, documentation gaps, and workflow gaps; recommend improvements that reduce future tickets, improve response quality, and create better client outcomes. Help standardize repeatable work so Tier-1 and future IT Support technicians can follow consistent procedures.\n\nMentorship & Team Contribution\nAssist Tier-1 engineers with troubleshooting direction, ticket quality, escalation readiness, and customer communication.\n\nShare knowledge with the team through documentation, ticket notes, internal discussions, and coaching.\n\nParticipate in team collaboration, shift handoffs, and operational reviews.\n\nCulture & Operating Expectations\nPractice blameless problem solving by focusing on facts, solutions, ownership, and prevention instead of blame.\n\nKeep clients and internal stakeholders informed with clear, proactive updates, and follow through until the issue is truly resolved; do not leave people wondering.\n\nMove with urgency, but validate impact before making changes to client systems.\n\nAsk for help early when stuck or when capacity is at risk.\n\nProtect client data and systems using least privilege, secure handling, and BMX-worthy OPSEC.\n\nModel BMX core values and bring a white-glove service mindset to every ticket, even when the issue is routine.\n\nRequired Qualifications\nMinimum of 2+ years of experience in an MSP, MSSP, IT support, network support, or security operations environment.\n\nStrong troubleshooting skills across endpoint, SaaS, identity, networking, monitoring, and security tools.\n\nHands-on experience deploying and configuring LAN and WLAN infrastructure, including switches, access points, and firewalls.\n\nExperience with ticketing systems, documentation platforms, remote support tools, and client-facing service delivery.\n\nExperience with Microsoft 365 and/or Google Workspace administration\n\nJumpCloud or similar identity management platform\n\nEndpoint security / EDR tools\n\nNetwork monitoring tools such as PRTG, Auvik, or similar\n\nFirewall, VPN, VLAN and segmentation, NAT/PAT, DNS, IP addressing, DHCP vs. static assignments, and Wi-Fi troubleshooting concepts (802.1x, isolation, channels, frequency optimization)\n\nAbility to independently resolve Tier-2 issues and escalate with clear technical context when needed.\n\nStrong written and verbal communication skills.\n\nAbility to manage multiple priorities.\n\nDesired Qualifications\nBachelor's or Master's degree in Networking, Cybersecurity, Computer Science or a related field.\n\nExperience with HaloPSA or similar MSP ticketing platforms, JumpCloud, PRTG, SentinelOne, Splashtop, Avanan, StellarCyber, Pax8, or similar platforms.\n\nExperience with wireless planning and survey tools such as Ekahau or Hamina, including predictive design, on-site surveys, and post-deployment validation.\n\nExperience configuring or troubleshooting SSO/SAML, SCIM, JIT provisioning, MDM, Apple Business Manager, or device enrollment workflows.\n\nFirewall experience, including policy review, VPN troubleshooting, NAT/PAT rules, and log review.\n\nExperience mentoring junior technicians or assisting with escalation management.\n\nExperience creating SOPs, technical diagrams, client environment documentation, or troubleshooting playbooks.\n\nCertifications such as CCNA, CCNP, CWNA, Network+, Security+, PCNSA, or equivalent practical experience.\n\nWorking Conditions\nMust be based in San Francisco or the North Bay, with reliable means to travel into San Francisco regularly for client-site support, network deployments, wireless surveys, and validation work.\n\nAvailability during core support hours, with participation in scheduled NOC or on-call rotation.\n\nOccasional evening or weekend work for infrastructure deployments, maintenance windows, incident response, or urgent client needs.\n\nOccasional travel to other client sites in the San Francisco Bay Area, with possible travel to other U.S. locations depending on project or client requirements.\n\nBenefits\nBlack Mountain Dynamics offers a comprehensive benefits package, including:\nPerformance-based bonuses.\n\nHealth, dental, and vision insurance.\n\n401(k) retirement plan with company match.\n\nProfessional development opportunities and certification reimbursement.\n\nPaid time off and company holidays.\n\nFlexible work arrangements where applicable.\n\nGrowth Opportunity\nThis role offers opportunities to grow into broader technical leadership positions as Black Mountain Dynamics continues to expand.\nPotential career paths include:\nInfrastructure Architect\n\nTier-3 Engineer\n\nTechnical Team Lead\n\nSecurity Engineer","description_format":"text","description_chars":9840,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Certification reimbursement","Flexible schedule","Professional development","Retirement plans","Vision insurance"],"hiring_locations":[{"name":"United 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