IT Support Technician

Department:
Service Delivery

Role Type:
Hybrid, with regular onsite client work in San Francisco

Location:

Must be based in San Francisco or the North Bay

Black 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.

Our 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.

We 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.

The 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.

Resolve 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.

• Own 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.

• Clearly document troubleshooting steps, client communication, next actions, and resolution details in HaloPSA.

• Use proper ticket categorization, notes, timers, linking, merging, handoffs, and escalation paths. Prioritize response quality, client visibility, and timely escalation when issues require senior review.

• Administer and troubleshoot common client platforms including Jump Cloud, Sentinel One, PRTG, Hudu, Slack, Splashtop, and related support tools. Perform password resets, MFA support, user/group/device management, SaaS access changes, and endpoint troubleshooting.

• Support Microsoft 365 and Google Workspace administration, including permissions, shared drives, mailbox access, exports, and basic Power Shell-supported tasks where appropriate.

• Assist with Pax8, Pager Duty, Stellar Cyber, Lucid Chart, Avanan, Auvik, and other tools as assigned.

• Participate in the design, planning, and implementation of LAN and WLAN infrastructure. Translate network designs into precise, production-ready configurations across wired and wireless environments.

• Deploy, configure, and validate enterprise Wi‑Fi infrastructure, including site surveys, AP placement, RF tuning, and post‑deployment validation.

• Apply baseline network security practices, including firewall rules, VLAN segmentation, and access control, as part of standard deployment and configuration work.

• This role is not security-primary, but sound security hygiene is expected.

• Triage alerts from monitoring platforms such as PRTG and correlate alerts with client impact, switches, firewalls, ISPs, and known environmental issues.

• Participate in NOC shift coverage…