Manage tickets in ServiceNow (or similar ITSM tool): classification, assignment, tracking, and closure. Collaborate with cross-functional teams to onboard new hires (accounts, devices, access).
Numbers & Facts
Location
Menlo Park, CA
Description
Job Title: Desktop Support Technician
Provide deskside and remote support for Windows and Apple laptops/desktops.
Troubleshoot and resolve issues related to Google Workspace Suites (GChat, Gmail).
Perform device imaging, deployment, and post-deployment troubleshooting.
Configure and troubleshoot end-user devices
Support mobile device setup and troubleshooting (iOS/Android).
Diagnose and resolve hardware and software conflicts.
Manage tickets in ServiceNow (or similar ITSM tool): classification, assignment, tracking, and closure.
Collaborate with cross-functional teams to onboard new hires (accounts, devices, access).
Ensure hardware assignments are accurate and recorded in the asset management system.
Perform asset tagging, inventory tracking, and weekly reporting on equipment inflows/outflows.
Coordinate with vendors for repairs or replacements of malfunctioning equipment.
Ensure support activities comply with IT policies, security standards, and SLAs.
Participate in rotational on-call support (including nights/weekends).
Requirements
5 7 years of IT experience in desktop or end-user support.
Hands-on experience with Office 365 troubleshooting and administration.
Strong knowledge of Windows 10/11 and macOS platforms.
Experience imaging and deploying devices (Windows Autopilot, Intune preferred).
Familiarity with networking fundamentals (TCP/IP, DHCP, DNS, VPN, Wireless).
Experience in productivity tools (Word, Excel, PowerPoint, Outlook).
Strong organizational skills with ability to prioritize multiple tickets and requests.
Excellent interpersonal and customer service skills with a problem-solving mindset.
Experience working in a help desk or call center environment preferred.