IT Service Desk Associate - San Jose office

Overview

The IT Service Desk Associate provides high touch, white glove technical support to employees and executives in a fast paced professional services environment. This role is fully onsite at our San Jose office and plays a critical role in maintaining the firm’s high standard of excellence by delivering prompt, polished, and reliable support.

The ideal candidate is punctual, service-oriented, and excels in an environment where professionalism, confidentiality, and a five-star user experience are essential. This position reports to our San Jose office location 5 days per week.

• Provide in person and remote support for desktops, laptops, mobile devices, peripherals, and firm-standard applications.
• Deliver exceptional, calm, polished, and solution-oriented customer service to staff at all levels, including partners and executives.
• Assist with conference room technology, meeting setups, audio/visual equipment, and executive level support needs.

• Address incidents and service requests in a timely manner.
• Troubleshoot issues using diagnostic tools, ticketing systems, and internal knowledge bases.
• Escalate issues appropriately to team members with clear documentation and work-notes.

• Prepare and configure workstations for new hires and internal moves.
• Perform workstation setups, peripheral replacements, and basic hardware troubleshooting.
• Support firmwide technology rollouts, refresh cycles, and projects as directed.

• Document troubleshooting steps, resolutions, and follow-up actions in the ticketing system.
• Contribute to internal and end user knowledge base articles, FAQs, and onboarding guides.
• Maintain asset records, inventory tracking, and equipment logs.

• Maintain punctual, dependable attendance to support onsite operational needs.
• Uphold the firm’s standards of professionalism, confidentiality, and courteous communication.
• Support a collaborative team culture and assist peers when needed.

• Bachelor’s degree, relevant coursework, or 1+ year of IT support experience.
• Certifications such as CompTIA A+ or relevant IT certifications are a plus.

• Strong understanding of desktops, laptops, peripherals, and core applications such as Windows OS and Microsoft 365.
• Familiarity with ticketing systems, remote support tools, and basic troubleshooting utilities.
• Comfortable supporting mobile devices and collaboration tools commonly used in professional services.
• Ability to learn new technologies and firm specific software quickly.

• Exceptional customer service and a polished, professional demeanor.
• Excellent verbal and written communication skills.
• Consistently punctual, reliable, and able to manage time effectively.
• Ability to remain composed under pressure, particularly when assisting executives or during deadline-driven periods.
• High attention to detail and strong documentation habits.
• Ability to maintain confidentiality with sensitive information.
• Willingness to perform other related duties as assigned, including assisting with firmwide initiatives, technology projects, and operational needs.
• Strong teamwork mindset; comfortable working in a collaborative environment.

• Ability to lift up to 35 lbs of equipment.
• Ability to sit, stand, and move throughout the office during the workday.
• Manual dexterity is needed for handling hardware and setting up workstations.

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The hourly pay range for this role is $31 - $33 per hour, depending on matching experience.

Applicants must be authorized to work in the United States. This position is not eligible for sponsorship and we do not sponsor applicants for work visas. It is our policy and intent to provide equal opportunity to all persons without regard to race, color, religion, sex, pregnancy, marital status, sexual orientation, age, national origin, disability, or medical condition as defined in state and federal laws.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.