End User Support Technician

About Eleven Recruiting

We are a specialized technology staffing agency supporting professional and financial services companies. Why do we stand out in technology staffing? We listen and act as advisors for our candidates on how they can best add value, find interesting projects, and pave a path for career advancement. We advocate for the best pay, diversity in tech, and the best job fit for every candidate we place.

Our client, an investment firm, is seeking an End User Support Technician to join their team in Menlo Park, CA!

The ideal candidate will be responsible for overseeing Level 1 and Level 2 end-user support operations for a local office. This role combines hands-on troubleshooting, endpoint lifecycle management, executive "white glove" support, and oversight of office technology infrastructure. The position acts as the primary escalation point for service desk issues that require deeper technical troubleshooting beyond basic help desk support, ensuring timely resolution and a high-quality user experience for employees at all levels, including executive leadership.

Responsibilities

• Serve as the primary local escalation point for Level 1 service desk issues requiring Level 2 troubleshooting and resolution.
• Provide advanced end-user support for hardware, operating systems, enterprise applications, and collaboration platforms.
• Deliver high-touch technical support for executive users including device troubleshooting, meeting support, and remote workspace setups.
• Diagnose and resolve issues related to Windows, macOS, mobile devices, printers, conferencing systems, and productivity applications.
• Manage the full lifecycle of endpoint devices including imaging, provisioning, configuration, deployment, and replacement.
• Support modern endpoint management platforms and assist with automated or zero-touch device deployments.
• Troubleshoot user access issues including identity management, Active Directory accounts, and collaboration tools.
• Provide support for conference room technologies, AV equipment, hybrid meeting systems, and executive events.
• Maintain office technology infrastructure including wireless connectivity, conference room equipment, and local network devices.
• Work closely with infrastructure and engineering teams to escalate complex incidents and support root cause analysis.
• Document troubleshooting steps, recurring fixes, and knowledge base articles to improve L1 service desk resolution rates.
• Assist with local IT projects including technology rollouts, office expansions, device refresh programs, and pilot deployments.
• Coordinate hardware logistics including asset tracking, device inventory, and hardware replacements.
• Monitor local support trends and identify opportunities to improve service desk processes and end-user experience.

Qualifications

• 5 years of experience in IT support roles including Service Desk, Desktop Support, or Site Support positions.
• Strong hands-on troubleshooting experience supporting Level 1 and Level 2 end-user issues in enterprise environments.
• Proficiency supporting Windows, macOS, and mobile operating systems in corporate environments.
• Experience supporting Microsoft 365, collaboration tools, identity systems such as Active Directory, and SaaS applications.
• Familiarity with endpoint management tools such as Intune, JAMF, or other device management platforms.
• Experience troubleshooting hardware devices including laptops, monitors, docking stations, printers, and conference room technology.
• Strong communication and customer service skills with the ability to support both standard users and executive stakeholders.
• Ability to prioritize multiple support requests, manage escalations, and deliver timely resolutions.

Salary: $110,000 - $130,000