Cascade Technology Services, LLC

Senior IT Technician at High-Growth IT Startup

Cascade is a rapidly-growing MSP (managed service provider), offering tech services in New York, the Bay Area, Los Angeles, and beyond. We provide a world-class service to high-end clients in the Financial Services industry.

About the role:

We're looking for a new team member who can use their technical and customer service skills to impress our client’s most critical users, learn and advance quickly, be hyper reliable & responsible, and play a key role in our company's growth. This opening is for a technician who is comfortable working on-site with VIP users in New York and remotely assisting these same VIPs during their travel. We’re looking to provide an above market compensation package for the highest level of customer service, reliability, and flexibility, so only candidates who are highly confident of their ability to provide white-glove service should apply.

We are looking for someone with:

• Exceptional customer service skills, including a clear communication style, very high reliability, and full ownership of all issues to complete resolution.
• Demonstrable experience supporting Mac OS workstations. (PC experience is a plus)
• A passion for developing hard and soft skills and career advancement.
• Ownership and leadership character traits.
• Ticketing system organization and upkeep experience.
• The ability to be receptive and action-oriented in response to constructive feedback.
• A calm and focused demeanor in high-pressure situations.
• Strong professional and technical communication skills (both written and verbal).
• At least 7 years of help desk experience with evidence of growth
• At least moderate networking knowledge (DHCP, DNS, VPN, teleworker connectivity issues).
• Experience with Jamf Pro or other MDM platforms.
• Optional experience supporting audio/video systems (Creston, Savant, etc.)
• Basic understanding of bash and/or Power-shell scripting is a plus.

Some responsibilities include:

• Working directly with our VIP clients to tackle a diverse and unpredictable range of challenges.
• Providing technical support by phone, email, chat, and (as needed) in person.
• Working on state of the art, high-end, cutting-edge, technical improvement projects for client VIPs.
• Being available, flexible, and on-call to client VIPs with regular after-hours and/or weekend work.
• Being able to work with a team to solve difficult problems.
• Creating and maintaining technical documentation.

Compensation, benefits, and perks:

We offer a “big-tech” comparable benefits package with the agility and growth potential of a high-growth startup.

• Premium Health: 95% coverage for medical, dental, and vision premiums.
• Financial Future: 401(k) with competitive employer match.
• Monthly Stipends: $125 for Tech, $100 for Healthy Living, and up to $400 reimbursement for commuting expenses.
• Professional Development: Generous reimbursements and performance bonuses for earning new certifications.
• Flexibility: This is a hybrid role with a minimum of 3 days a week onsite and up to 2 days at home.

At Cascade, we have committed ourselves to being a diverse and inclusive workplace, ensuring our employees are comfortable bringing their authentic selves to work every day. We value unique perspectives and believe this is critical to solving complex problems. Everyone is welcome and encouraged to apply.