Desktop Support

About the Role:

This role is crucial in supporting our engineers and staff for our expanding business. The responsibilities include addressing IT issues, supporting onboarding and offboarding processes, and supporting ad hoc technical issues. The ideal candidate is a hands-on IT Specialist who enjoys troubleshooting technical problems and learning new technologies in a fast-paced engineering environment. This person is comfortable supporting everything from end users to lab infrastructure, takes ownership of problems from start to finish, and is excellent with documentation and communication. 

Success in this role requires intellectual curiosity, strong technical ownership, and a willingness to learn unfamiliar technologies while supporting a broad range of users and systems. We're looking for someone who enjoys improving IT operations, contributing to automation initiatives, and continuously learning new technologies while partnering with senior IT engineers.

This role is based five days in our Santa Clara office.

What You'll Do:

• Managing Business SaaS Applications: Oversee provisioning, access management, and on/off-boarding processes for our various SaaS services.
• IT Support and Administration: Provide support for critical IT cloud-based tools, including Google Workspace, Okta, Slack, Atlassian, Gitlab, VPN solutions, Airtable, etc.
• Hardware Lifecycle Management: Support procurement, device management (Apple, Linux and Windows devices), patching, and depreciation of hardware assets.
• Software Asset Management: Maintain the lifecycle of software/application assets. 
• IT Operations and Helpdesk: Handle day-to-day end user IT tasks, including hardware, software, troubleshooting and support.
• Team Support: Actively collaborate with senior IT team members for advanced diagnostics and troubleshooting. 
• IT Infrastructure Maintenance: Maintain and support IT tech stacks such as Conference AV systems, and on-premises infrastructure.
• Minimal Off-Hour Support: Provide support for rare network and infrastructure updates outside business hours.

What You’ll Need:

• 2+ years of experience in End User Support, including direct support of engineering, manufacturing, hardware development, laboratory, R&D, or other highly technical environments.
• Demonstrated ability to identify recurring problems, improve operational processes, and contribute to automation or workflow improvements.
• Excellent customer service and communication skills, with the ability to support engineers, researchers, technicians, and business teams in a fast-paced, high-touch environment.
• Experience administering or supporting Okta, including user provisioning and access management.
• Understanding of MDM tools for the management of a Mac/WinTel/Linux fleet.
• Experience with Google Workspace.
• Understanding of network infrastructure. 
• Strong troubleshooting and critical thinking skills, with the ability to diagnose and resolve a broad range of technical issues while appropriately escalating more complex problems.
• Demonstrated ability to quickly learn unfamiliar technologies.
• Create and maintain documentation for systems, processes, and troubleshooting guides.
• Bachelor's degree in Computer Science, Engineering, a scientific discipline, or a related technical field, or equivalent practical experience.

Nice to Have:

• Excellent analytical, logical thinking, and problem-solving skills.
• Certifications such as CompTIA A+, CompTIA Security+, and CompTIA Network+.