We're hiring a proactive, technically proficient IT Support Engineer that can work both independently and collaborate with cross-functional teams. This hybrid role blends remote troubleshooting with onsite support, ensuring seamless user experiences across desktop/laptop, mobile, and conference room environments. You'll be with the Helpdesk Team who are the first line of defense for responding to technical issues. Resourceful in pursuing a solution that provides user satisfaction. Curious in exploring emerging technologies.
Key Responsibilities- Provide Tier 1 & Tier 2 support for desktop/laptop/mobile issues (Windows 10/11, Apple/Android OS) via our incident tracking system or support hotline
- Support remote users via remote access tools and collaboration platforms
- Perform disk imaging and deployment for new and reissued devices
- Maintain and troubleshoot A/V systems in conference rooms (Zoom, Teams, etc.)
- Coordinate end-to-end onboarding/offboarding - account setup, hardware deployment, application management and decommissioning procedures
- Manage user accounts and permissions via Microsoft O365 and Active Directory
- Participate in rotational weekend & on-call support coverage
- Occasionally travel to remote Bay Area branches for onsite support
- Document solutions, update knowledge base articles, and contribute to process improvement
- Stay informed on emerging technologies, especially those with AI potential, and share insights with the team
Required Qualifications- 2+ years of IT HelpDesk or desktop support experience
- Proficiency in Microsoft O365, Active Directory, Windows environment
- Hands-on experience with Apple/Android devices
- Technical fluency with disk imaging/deployment tools (e.g., WDS, Acronis, or similar)
- Experience supporting A/V setups and conferencing platforms
- Familiarity with endpoint management tools (Intune, JAMF, etc.)
- Strong troubleshooting skills and customer service mindset
- Ability to work independently and collaboratively in a hybrid environment
- Willingness to travel locally and provide weekend support on rotation
- Interest in exploring new technologies, especially AI-driven tools and automation
Value-add Skills- Experience with ticketing systems (e.g., Solarwinds, ServiceNow, Jira, Zendesk)
- Good interpersonal communication and time management
- Curiosity about AI applications in IT support and workflow optimization
