Senior IT Helpdesk Support

Job Description

We are seeking a Tier 2 IT Desktop Support Specialist with a strong technical acumen and hands-on approach to resolving complex IT issues. This is a hybrid role (3 days in the office) based in the Bay Area. This role requires someone who is not only capable of troubleshooting and providing advanced support but also willing to roll up their sleeves and dive deep into hands-on tasks when necessary. You will be responsible for handling more intricate desktop, hardware, software, and network issues, and often acting as the Tier 1 support and directly working with other IT teams to maintain the integrity and performance of our IT infrastructure.

Job Requirements

• Technical Expertise:
  • 8 years of relevant experience in enterprise IT support with the ability to provide white glove technical support while managing complex infrastructure projects.
  • Extensive experience with configuring and supporting PC’s / Windows 11 and Apple devices / macOS operating systems, including advanced troubleshooting and configuration.
  • Experience in implementing, configuring, managing MDM tools like Kandji and Intune
  • Strong understanding of network configurations, including DNS, DHCP, VPN, wireless technologies, and common protocols (TCP/IP, etc.). Experience with enterprise WiFi solutions (Cisco Meraki etc.) and conference room AV systems is a big plus.
  •  Experience with Active Directory, GPO, and managing user authentication and permissions.
  •  Proficiency with ITSM tools like ManageEngine, Atlassian, etc.ticketing systems and remote desktop tools for diagnosing and resolving user issues.
• Hands-On Skills: Ability to physically diagnose and resolve hardware problems, perform software installations, and configure systems in a hands-on capacity. Comfortable working on-site and dealing with physical IT infrastructure.
• Problem-Solving: Exceptional troubleshooting skills with the ability to solve complex technical problems efficiently. Strong attention to detail and a proactive approach to issue resolution.
• Communication Skills: Excellent verbal and written communication in English, with the ability to articulate technical issues to both technical and non-technical users.
• Executive Support: Provide white-glove service to C-level executives and senior leadership
• Organizational Skills: Strong time management skills and ability to juggle multiple priorities while maintaining high-quality service and support.
• Team Collaboration: Strong team-oriented mindset, with a willingness to collaborate closely with other IT professionals and non-technical staff to solve problems and improve IT processes.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent hands-on experience.

Preferred Qualifications (Nice to Have):

• Industry certifications such as CompTIA A , Microsoft Certified: Modern Desktop Administrator, ITIL, or equivalent.
• Experience working with mobile device management (MDM) tools.
• Familiarity with endpoint protection software and security practices.
• Previous hands-on experience in a Tier 2 or higher IT support role in a corporate environment.
  
  

Job Responsibilities

• Advanced Technical Support: Provide expert-level troubleshooting and resolution for hardware and software issues. Be prepared to get hands-on when issues require physical intervention or configuration.
• Global outreach: Collaborate and work in a global environment with teams in the US, Europe and Singapore
• System Maintenance & Optimization: Take an active role in the maintenance of IT systems, including OS upgrades, patch management, and system optimizations. Proactively monitor systems to identify and resolve issues before they impact users.
• Hands-on Troubleshooting: Be ready to roll up your sleeves and provide in-person or remote hands-on support, including hardware repairs, re-imaging machines, network configuration, and dealing with more complicated user issues.
• User Configuration & Support: Assist with setting up new user accounts, configuring specialized software, email accounts, network access, and ensuring users have all the tools they need to be productive.
• Hardware & Software Management: Manage the installation, setup, and troubleshooting of hardware and software across the organization. Support deployment tools, monitor license usage, and coordinate asset management.
• Documentation & Knowledge Base: Contribute to and maintain detailed, accurate documentation for troubleshooting processes, system configurations, and user guides. Ensure knowledge base articles are up-to-date and accessible.
• IT Project Collaboration: Collaborate with other IT staff on large-scale projects like system migrations, upgrades, or new deployments, ensuring that all systems are configured, tested, and deployed efficiently.
• Vendor Management: Collaborate with external vendors to address hardware and software issues, ensuring that tickets are followed through and hardware replacements or repairs are handled in a timely manner.
  
  

Job Benefits

• Base pay depends on many factors, such as location, education, experience, and skills. Base pay is only one part of Kiteworks competitive Total Rewards package that can include benefits, perks, equity, and bonuses. The base pay range is subject to change and may be modified in the future.
• Comprehensive Medical plan and 100% paid Dental and Vision coverage for employees and dependents.
• 100% paid Life/AD&D, STD and LTD coverage for employees
• Option of Health Savings Account (HSA) or Flexible Savings Account (FSA) 
• Generous paid time off (PTO) plus paid sick time, holidays, parental leave, and volunteer days off 
• 401k match program  
• Referral Bonuses 
• Stock equity -- every employee is granted stock options when they walk in the door