Job Description
Join our award-winning IT team as a Senior Help Desk Support Specialist in the heart of San Francisco! We're seeking a technically skilled professional to deliver exceptional user experiences while supporting our growing tech ecosystem. This premium role offers competitive compensation, comprehensive benefits, and opportunities for career advancement in a dynamic environment.
What We Offer:
• Industry-leading salary range
• Comprehensive health/dental/vision insurance
• 401(k) with company match
• Professional development stipend
• Flexible work arrangements
• Cutting-edge technology toolkit
Responsibilities
- Provide Tier 2-3 technical support for 500+ employees across Windows/macOS environments
- Diagnose and resolve complex hardware/software issues including network connectivity, VPN, and cloud services
- Manage Active Directory, MDM solutions (Jamf/Intune), and endpoint security protocols
- Develop and maintain comprehensive documentation for SOPs and troubleshooting guides
- Collaborate with engineering teams on system upgrades and security patches
- Mentor junior support staff and conduct technical training sessions
- Implement IT service management best practices using Jira/ServiceNow
Qualifications
- 5+ years of enterprise-level help desk experience in high-volume environments
- Expert-level proficiency in Windows 10/11, macOS, and mobile OS troubleshooting
- Strong knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Certifications: CompTIA A+/Network+, Microsoft 365 Certified: Modern Desktop Administrator
- Experience with ticketing systems (ServiceNow, Zendesk) and remote support tools
- Excellent problem-solving abilities with customer-first communication skills
- Ability to manage multiple priorities in fast-paced startup/tech environments