IT Help Desk Engineer

We are looking for an IT Help Desk Engineer to join our team in Redwood City California. As the first point of contact for technical support across the company you will keep our employees productive and our systems running smoothly from onboarding new hires and provisioning equipment to diagnosing difficult hardware and software issues and supporting executives directly. You will work hands-on with a modern stack including macOS Windows and iOS devices Office 365 Atlassian and Meraki and you will own each ticket from the moment it is raised through to a confirmed resolution. The ideal candidate is a calm resourceful problem-solver who communicates clearly thrives in a dynamic environment and takes genuine pride in delivering an outstanding support experience to every colleague regardless of their seniority or technical fluency.

Responsibilities

• Manage Help Desk tickets in a timely manner taking ownership from intake through resolution.
• Respond to customer issues via phone email and chat with professionalism and urgency.
• Provide white-glove customer assistance including direct C-level interaction.
• Continually improve and streamline the new-hire process through computer configuration and account creation.
• Document customer interactions resolutions and processes to build a reliable knowledge base.
• Run diagnostics to identify and resolve customer-reported issues.
• Install configure modify and repair computer software and hardware.
• Follow up with customers to ensure issues are fully resolved and they are satisfied.

Qualifications

• Bachelors degree required; Masters degree preferred.
• 2 years of experience working in a help desk or IT support environment.
• Experience with Office 365 Atlassian and Meraki administration.
• Critical thinking and excellent system diagnostic and troubleshooting skills.
• Flexibility to work a variety of shifts with minimal notice.
• Proficiency with macOS Windows and iOS computers and devices.
• Excellent oral and written communication skills.
• Detail oriented with the ability to keep thorough notes on issues.
• Highly organized with the ability to keep Help Desk tickets in order.
• Ability to diagnose and resolve technical issues across a range of complexity.

Candidates must be authorized to work in the United States without the need for current or future company sponsorship.

California Base Pay Range

$85000 - $109000 USD