IT Technician

Location:

Hybrid (U.S. only) – San Francisco Bay Area, CA, with occasional onsite client visits

Employment Type:

Full-time

Reports To:

Technical Operations Manager
Travel: 15-20%

This is a hybrid role. You will be the day-to-day IT presence across our client’s sites in Redwood City, Palo Alto, San Francisco, San Jose, and Hawaii, handling user support, device setup, and routine system maintenance under the direction of the Technical Operations Manager.

Packet6 is looking for a dependable, people-focused IT Technician to serve as the dedicated onsite IT resource for our client, a family office operating multiple sites across the San Francisco Bay Area and in Hawaii. This role requires regular travel between sites (mostly in the San Francisco Bay Area) to support end users, maintain IT systems, and key business applications.

You will report to the Technical Operations Manager and work closely with the Packet6 engineering team. The majority of your day will be spent responding to user requests, setting up devices, working with cloud applications, and resolving day-to-day IT issues. This is an excellent role for someone building their IT career who wants broad hands‑on exposure in a dynamic, multi‑site environment – and who is eager to grow into deeper technical work by collaborating with experienced Packet6 engineers.

• Serve as the first point of contact for IT support requests from client staff across all sites
• Triage and resolve help desk tickets via Jira, including account issues, application problems, email and calendar support, and hardware incidents
• Set up, configure, and deploy workstations, laptops, iPads, iPhones, and other end‑user devices
• Perform device enrollment and basic profile management using Kandji (Mac) and Ninja One (Windows)
• Manage user accounts, passwords, and access permissions in Google Workspace and Okta
• Support users with day‑to‑day issues across Google Workspace (Gmail, Drive, Calendar, Shared Drives)
• Troubleshoot Wi‑Fi and network connectivity issues at client sites; escalate & collaborate complex issues to the network team
• Perform basic hardware maintenance, repairs, and replacements (laptops, monitors, printers, peripherals)
• Travel between multiple sites in the San Francisco Bay Area to provide onsite support as needed
• Maintain accurate records of support activity in Jira and flag recurring issues to the Technical Operations Manager
• Assist with IT asset tracking – recording new devices, labeling hardware, and supporting inventory audits
• Follow documented change control procedures when making configuration changes to user accounts or devices

• Assist the engineering team with deployment tasks during IT project rollouts (e.g., deploying agents to end‑user devices, testing configurations, documenting results)
• Execute device enrollment tasks as part of MDM migrations or new property onboarding
• Participate in change management activities by carrying out assigned tasks within planned maintenance windows
  
  Support the team with physical IT tasks at sites: cable management, equipment racking, and hardware staging

• Ticketing & Documentation:
  Jira, Confluence
• Identity & Access:
  Google Workspace Admin, Okta, Microsoft 365, Beyond Trust
• Security:
  Crowdstrike (endpoint and server)

• 1‑3 years of IT support or help desk experience
• Comfortable supporting both macOS and Windows environments
• Experience managing user accounts in Google Workspace or Microsoft 365
• Ability to set up and troubleshoot Apple devices
• Reliable vehicle and valid driver’s license for travel between Bay Area sites
• Strong communication skills – you will be the face of IT for this client staff
• Patient, calm under pressure, and comfortable explaining technical issues to non‑technical users
• Ability to lift up to 25 lbs and perform physical setup tasks

• Experience with an MDM platform such as Kandji, Jamf, or Intune
• Familiarity with Jira for ticket management
• Basic understanding of networking concepts (Wi‑Fi, DNS, DHCP)
• Experience working in a managed services provider (MSP) environment
  
  Experience using Okta or another identity…