Desktop Support Engineer PC​/MacOS

Description
The IT Desktop Support Technician is an important member of the IT Infrastructure team. The IT Desktop Support Technician is someone with strong customer service and troubleshooting skills to resolve technical issues for our end users. The Desktop Support Technician will be responsible for supporting all end users relating to hardware and software, computer applications, and LAN related issues. Day to day responsibilities consist of:
Installing, testing, maintaining, and troubleshooting end user workstations and interrelated hardware and software, Active Directory user management, troubleshooting of mobile devices, escalating issues accordingly, and maintaining communication with customers and technical teams.
Preferred Qualifications: Desktop support, TCP, Windows Operating systems, Computer Science, MCP, Enterprise software, Windows, Microsoft Office, 3 years IT Support exp, DHCP, Analysis skills, Associates or Bachelor's degree, Remote access software, Computer networking, DNS, MacOS, TCP/IP, Communication skills, Power Shell, Active Directory, CompTIA A+, VPN

Full Job Description
Seeking an IT Desktop Support Technician. The ideal candidate will have a strong technical experience, excellent problem-solving skills, and the ability to provide advanced support for a variety of desktop, laptop, and mobile devices. This will include troubleshooting complex issues, managing escalations, and ensuring a high-level of user satisfaction. This position will be onsite at our San Francisco, CA. location.
What You'll Be Doing

• Technical Support: Provide advanced technical support for hardware, software, and network-related issues. Resolve escalated tickets from Level 1 support efficiently and effectively.
• Troubleshooting: Diagnose and resolve complex technical issues related to desktop, laptop, and mobile devices. Utilize remote desktop tools to assist users offsite.
• Installation and Configuration: Install, configure, and maintain operating systems, software applications, and hardware. Ensure all devices meet company standards and security protocols.
• User Support: Assist end-users with technical issues via phone, email, or in person. Provide clear and detailed documentation and guidance to users to prevent future issues.
• System Maintenance: Perform regular system maintenance, updates, and backups. Monitor system performance and security, ensuring compliance with IT policies.
• Documentation: Maintain detailed records of support requests, resolutions, and system changes. Create and update technical documentation and user guides.
• Collaboration: Work closely with other IT team members to resolve issues and implement new technologies. Assist with training and mentoring Level 1 support staff.
• Project Involvement: Participate in IT projects, including system upgrades, rollouts, and migrations. Provide input on IT strategies and initiatives.
• Emergency Support: Provide after-hours support as needed for critical issues or system maintenance.

What You'll Bring

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field required.
• Minimum of 3 years of experience in a desktop support role, with at least 1 year in a Level 2 capacity.
• Proficiency in Windows and Mac operating systems.
• Experience with Active Directory, Office 365, and common enterprise software.
• Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP).
• Familiarity with remote desktop tools and VPN technologies.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a team.
• Customer-focused attitude with a commitment to providing high-quality support.
• If you don't meet 100% of the above qualifications but see yourself contributing, please submit your resume.

What Would Be Nice

• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
• Ability to script and automate tasks using Power Shell or similar tools is advantageous.

Taking initial telephone or service ticket inquiries and troubleshooting or managing end user hardware, software, or network problems. Responsible for executive level desktop support, requiring a higher level of service. Utilizing Active Directory for user management and assigning users to Group Policy Objects. Responding to and supporting the resolution of server and network issues with Tier 3 support. Provide 1st level client support through our help desk ticketing system.

Recognizing and escalating more difficult problems to Tier 3 support. Supporting a Microsoft Windows environment, including the windows stack, Active Directory, and hosted M365. Use Remote Monitoring tools and call tracking to log and route tickets. Imaging and Deploying Desktops and Laptops for end users.
Creating and maintaining client-related documentation. Actively participating as a strategic member of the technology team, including participating in team meetings, and providing onsite support for remote IT Engineers. Participate in…