Help Desk Technician

Help Desk Technician

Location: Foster City, CA (On-site: Monday–Thursday)

Bertram Capital is a private equity firm targeting investments in lower middle market companies. Since its inception in 2006, the firm has raised over $4B of capital commitments. Bertram has distinguished itself in the private equity community by combining venture capital operating methodologies with private equity financial discipline to empower its portfolio companies to unlock their full business potential. This approach is unique in that Bertram is not singularly focused on achieving its investment returns through financial engineering and the extraction of near-term cash flow. Instead, Bertram focuses on reinvestment and technology enablement to drive growth and value through digital marketing, e-commerce, big data and analytics, application development and internal and external platform optimization.

Visit www.bcap.com for more information.

Position Description

We are seeking a Help Desk Technician who thrives in a people-focused, fast-paced environment. You will be the frontline ambassador of IT support, serving as the first point of contact for technical issues and service requests across the organization. This is a highly visible role where communication, patience, and professionalism are just as important as technical chops.

You will report directly to the CISO and work closely with team members responsible for infrastructure, cybersecurity, and reporting functions, providing critical front-line support while contributing to the larger mission of secure and efficient IT operations. This position is ideal for someone who is process-oriented, service-minded, and eager to contribute to a compliance-driven financial environment.

You’ll handle a wide variety of tasks—ranging from troubleshooting desktop issues and managing tickets to improving operational workflows through documentation, automation, and user education. The role also includes support for cybersecurity awareness, conference room technologies, and proactive infrastructure hygiene.

Responsibilities

• Serve as the primary contact for all help desk requests, triaging incidents, service tickets, and change requests through the Service Desk application.
• Provide in-person and remote technical support for employees using Windows and macOS systems, including Office productivity tools and collaboration software.
• Deliver clear, jargon-free technical support to employees at all levels, including VIPs and executives.
• Collaborate closely with colleagues across infrastructure, cybersecurity, and reporting teams to escalate and resolve technical issues.
• Manage ticket queues effectively, balancing workload based on urgency, business impact, and customer tier.
• Follow and enforce IT operational procedures and compliance requirements, especially within a regulated financial environment.
• Assist in onboarding and offboarding tasks, including device preparation, user account creation, and hardware/software provisioning.
• Maintain clear, concise, and reusable documentation and notes within tickets and internal knowledge bases.
• Support cybersecurity efforts including training, best practices, password procedures, and enterprise password manager support.
• Troubleshoot conference room AV systems and video conferencing platforms.
• Provide basic support for networking issues such as connectivity, IP conflicts, and router/switch awareness.
• Coordinate the recycling and disposal of obsolete hardware, ensuring secure data destruction.
• Identify repetitive tasks and implement automation through scripting or no-code/low-code platforms.
• Support and track IT assets, software inventory, and change management activities.
•  Participate in routine IT operations tasks such as patch validation, hardware troubleshooting, and mobile device setup.
• Maintain an improvement-oriented mindset and proactively address inefficient systems or processes.

Requirements

• 3 years of hands-on help desk support and at least 5 years in a customer-facing service desk environment.
• Excellent communication and interpersonal skills.
• Experience with Windows, macOS, and Apple iOS devices.
• Proficiency with Microsoft Office 365 tools (desktop and cloud versions).
• Familiarity with a Service Desk or ITSM platform (e.g., Jira, ServiceNow).
• Experience managing ticket queues and balancing VIP support needs.
• Understanding of IT support in a financial, compliance-heavy environment.
• Ability to follow procedures and documentation precisely.
• Ability to collaborate effectively without full admin rights.
• Strong note-taking and documentation habits.
• Excellent writing skills for user guides, SOPs, and knowledge base content.
• Drive to improve or automate repetitive tasks.
• Understanding of password managers and ability to support secure credential practices.
• Awareness of cybersecurity threats and practices.
• Experience supporting AV and video conferencing technologies.
• Basic networking knowledge (DNS, DHCP, IP, local connectivity).
• Experience with IT asset disposal and secure data wiping.
• Maintains a professional demeanor and remote work environment.

Preferred Qualifications

• Experience with MDM platforms (e.g., Jamf, Intune).
• Familiarity with endpoint security tools (EDR, DLP).
• Experience with scripting or low-code platforms (e.g., Power Automate, Zapier).
• Experience in <100 employee environments.
• Exposure to networking diagnostics tools (ping, traceroute, Wi-Fi analyzers).

Compensation and Benefits

The expected salary range for this position is: $130,000- $150,000 total annual compensation. Offered salary may be based on a variety of factors including skills, experience, and qualifications for the role. After one year of tenure, employees will receive an additional annual bonus.  

Comprehensive medical, dental, and vision benefits are provided at no cost to the employee. We offer a generous 401K match as well as a “take what you need” PTO policy.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Diversity, Equity, and Inclusion

At Bertram Capital we value and celebrate the many perspectives that arise from a variety of cultures, genders, religions, national origins, ages, abilities, socioeconomic status and sexual orientation. Our commitment to Diversity, Equity and Inclusion (DEI) ensures that Bertram is a place that attracts, grows, and promotes top talent from all backgrounds.