Location: San Francisco,CA, USA
We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company's reputation and business.
Reporting to the IT Director, the Desktop Support Engineer is responsible for supporting systems and services that support the business. This includes desktop, servers, storage, network, applications, security, telephony, and related services. The Desktop Support Engineer is responsible for the entire lifecycle from planning to development to operations and optimization. The role is critical to support core business functions and services. Continuous improvement is a key quality for the role.
DUTIES & RESPONSIBILITIES:
● Service Desk - Serves as the first point of contact for multiple IT areas (systems, storage, network, services, telephony, and security). Assign tickets to teams as necessary and triage. Support global user base in onboarding, access, system-related issues.
● New Hire Onboarding - Automate new hire process from user creation to system configuration and deployment.
● Desktop support - Configure and troubleshoot macOS, Microsoft Windows and Ubuntu. Maintain macOS, Windows and Ubuntu deployment images and configuration.
● Develop, update, implement and maintain procedures and guides
● Responds to systems and services outages and other service-related activities
● Provides technical expertise and support to fellow staff throughout the company
● Network support - Basic configuration and troubleshooting of Cisco, Mikrotik and Palo Alto equipment.
● Server support - Basic configuration and troubleshooting of VMware ESXi, Windows Server and Ubuntu.
QUALIFICATIONS:
● 2 to 5 years of relevant IT experience in working with onsite and remote personnel as well as local and remote offices
● Strong technical knowledge of and experience working with macOS, Microsoft Windows, and Ubuntu
● Technical knowledge of network switches, routers, wireless, firewalls, VMWare ESXi, Free/TrueNAS, Google Workspace
● Good understanding of network protocols (including but not limited to DHCP, DNS, SNMP)
● Discipline to work remotely
● Effective verbal and written communications skills
● Strong desire to expand expertise through continuous learning
● Bonus: Experience with Python, PowerShell, Bash, Mikrotik, PXE, AWS, Atlassian