Service Desk Technician

Service Desk Technician

Location: Hybrid (San Francisco Bay Area)
Type: Part-Time Contractor- Applicants must be authorized to work in the United States. Visa sponsorship is not available for this position.
Schedule: Approximately 25–30 hours per week

About the Role

We are seeking a customer-focused and proactive Service Desk Technician to join our IT team on a part-time basis. This role is ideal for someone with solid hands-on IT support experience who enjoys troubleshooting technical issues, supporting end users, and working in a collaborative, fast-paced environment.

As a Service Desk Technician, you will provide both onsite and remote support to employees, ensuring timely resolution of technical issues while delivering an excellent end-user experience.

Responsibilities

• Provide Level 1 and Level 2 technical support via email, chat, phone, and in person.

• Troubleshoot hardware, software, networking, VPN, and account access issues.

• Manage and prioritize support tickets while meeting established service levels.

• Configure, deploy, and maintain laptops, workstations, mobile devices, and peripheral equipment.

• Support Windows, macOS, Microsoft 365, Google Workspace, and common business applications.

• Assist with employee onboarding and offboarding, including account provisioning and device setup.

• Manage user accounts and permissions using Active Directory, Entra ID (Azure AD), Google Workspace, or similar identity platforms.

• Document incidents, resolutions, and technical procedures.

• Escalate complex issues to senior IT staff when necessary.

• Maintain IT asset inventory and equipment records.

• Deliver excellent customer service while supporting both onsite and remote employees.

Requirements

• 3+ years of experience in IT Support, Service Desk, Help Desk, or Desktop Support.

• Experience supporting both Windows and macOS environments.

• Hands-on experience with Microsoft 365 and/or Google Workspace.

• Knowledge of networking fundamentals, including Wi-Fi, VPN, DNS, DHCP, and TCP/IP.

• Experience troubleshooting hardware, software, printers, and peripheral devices.

• Familiarity with Active Directory, Entra ID (Azure AD), or Google Workspace user administration.

• Strong troubleshooting and problem-solving skills.

• Excellent verbal and written communication skills.

• Professional level of English.

• Ability to work onsite in the San Francisco Bay Area on a hybrid schedule.

Nice to Have

• Experience with ticketing systems such as Jira Service Management, ServiceNow, Zendesk, or Freshservice.

• Experience with MDM solutions such as Intune, Jamf, or Kandji.

• Familiarity with Okta or other identity and access management platforms.

• Basic PowerShell scripting.

• IT certifications such as CompTIA A+, Google IT Support, Microsoft Fundamentals, or Apple certifications.

What We Offer

• Flexible hybrid work environment.

• Part-time schedule (approximately 25–30 hours per week).

• Opportunity to work with modern cloud-based technologies.

• Collaborative and supportive team culture.

• Long-term growth and professional development opportunities.