What are the responsibilities and job description for the Help Desk Technician position at N2CON Inc.?
Role Description
We are seeking a skilled and highly motivated IT Helpdesk Technician with 3 to 5 years of professional
experience to join our technical support team. This is a contract position requiring a versatile professional
capable of providing exceptional technical support across two of our key Bay Area locations. The successful
candidate will split their time between corporate sites in Palo Alto, CA and San Francisco, CA.
Important Notice: This position is 100% onsite. Remote work infrastructure or hybrid schedules are not
available for this contract. Reliable transportation to commute to both the Palo Alto and San Francisco
facilities is required.
Primary Helpdesk Duties & Responsibilities
The Helpdesk Technician will serve as the primary point of contact for onsite personnel, resolving hardware, software, and network issues.
Core responsibilities include, but are not limited to:
- End-User Technical Support: Provide comprehensive tier-1 and tier-2 technical troubleshooting for local employees, resolving hardware failures, OS glitches, application crashes, and peripheral issues.
- Hardware Provisioning & Lifecycle Management: Configure, image, deploy, and maintain corporate workstations (Windows and macOS laptops/desktops), mobile devices, and office equipment.
- Software & Access Administration: Manage and provision user accounts, group memberships, and software licenses through Active Directory, Microsoft 365, and enterprise-grade Identity Providers (IdP).
- Multi-Site Onsite Support: Actively rotate presence and manage local ticketing queues between the Palo Alto and San Francisco offices based on resource demands.
- Network & Connectivity Troubleshooting: Diagnose and resolve local office connectivity issues, including Wi-Fi dropouts, VPN configuration, ethernet patching, and basic VoIP phone provisioning.
- Incident Documentation: Log, track, and thoroughly document all technical requests, incident resolutions, and assets within the corporate IT Service Management (ITSM) ticketing system.
- Executive & VIP Support: Deliver high-touch, white-glove technical assistance for executive meetings, boardrooms, and video conferencing setups (Zoom Rooms, Microsoft Teams).
- Security & Compliance Enforcement: Ensure all endpoint devices are compliant with corporate security baselines, validating active anti-malware agents, disk encryption, and critical software patches.
Required Qualifications & Skills
- Experience: 3 to 5 years of verified professional experience in an IT Helpdesk, Desktop Support, or Managed Service Provider (MSP) role.
- OS Proficiency: Deep technical familiarity with deploying, configuring, and troubleshooting both Microsoft
- Windows 10/11 and Apple macOS environments.
- Core Infrastructure: Practical experience with Microsoft 365 Admin Center, Azure Active Directory / Entra ID, and modern Mobile Device Management (MDM) platforms.
- Communication: Exceptional verbal and written communication skills, with a proven ability to explain complex technical concepts cleanly to non-technical business professionals.
- Flexibility: Demonstrated adaptability to balance priorities and manage shifting schedules between two distinct physical campus environments.
- Bachelors degree or equivalent certification in IT, Computer Science, or related field
Contract Terms & Logistics
Role Class: Contractual Agreement.
Schedule: Standard business hours, Monday through Friday.
Location Schedule: Rotational deployment between the Palo Alto and San Francisco corporate offices
(exact schedule to be coordinated upon onboarding).