IT Help Desk​/Service Desk Consultant

Position: IT Help Desk / Service Desk Consultant
Description:
Hybrid onsite 3 days per week in San Francisco, CA

We are seeking an IT Help Desk / Service Desk Consultant to support a corporate Information Technology organization based in San Francisco. This individual will serve as the first point of contact for end users, providing timely and effective technical support across hardware, software, and cloud-based applications in a fast-paced environment.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $30.00 to $35.00/hr. w2

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or in person.
• Perform remote troubleshooting using diagnostic techniques and targeted questions.
• Identify, troubleshoot, and resolve technical issues and determine appropriate solutions based on user needs.
• Guide users through step-by-step problem resolution.
• Escalate unresolved issues to the appropriate next level of support.
• Provide accurate information regarding IT products, services, and standard procedures.
• Document incidents, issues, and resolutions within ticketing and logging systems.
• Follow up with users to ensure resolution and satisfaction and update ticket status as needed.
• Communicate customer feedback and suggestions to internal IT teams.
• Identify opportunities for process improvement and operational efficiencies.
• Troubleshoot and support Mac and PC environments.
• Administer and support cloud applications and manage licenses and inventory.
• Perform system patching, software deployments, rollouts, and routine maintenance.
• Assist with network cable patching and desk phone deployments.
• Support AV setup for meetings, conference rooms, and virtual collaboration sessions.

Experience Requirements:

• Proven experience as a Help Desk Technician, Service Desk Consultant, or similar IT support role.
• Strong understanding of computer systems, mobile devices, and common technology platforms.
• Ability to diagnose and resolve basic to intermediate technical issues.
• Excellent verbal and written communication skills.
• Customer service orientation with a user-first mindset.
• Familiarity with AI-powered productivity or support tools such as Claude or similar assistants (preferred).
• Experience or exposure working in a System Administrator capacity (preferred).