IT Support Technician

US Main - Redwood City, CA

Full-time - Mid Level

Redwood City, CA

About the position

The IT Support Technician role is focused on providing comprehensive support for desktop and client technologies at the headquarters site. This position involves supervising site personnel, diagnosing and resolving complex IT issues, and implementing solutions to enhance operational efficiency. The technician will also be responsible for managing the local IT infrastructure, ensuring compliance with established standards, and maintaining documentation for all systems.

Responsibilities

• Supervise day to day duties of the HQ site personnel
• Analyze, diagnose and resolve complex desktop end user problems and suggest corrective solutions
• Identify trends, perform root cause analysis, automate processes, and implement solutions to prevent recurring issues
• Design and architect infrastructure using latest technologies
• Provide hardware and software support services for client technologies including PC, mobile devices, printers, collaboration tools, and A/V equipment
• Maintain advanced knowledge of video conferencing equipment and software such as Zoom, Teams, and WebEx
• Administer Active Directory and provide tool support
• Manage Macs using Jamf
• Design, create, test and maintain macOS and Windows client imaging infrastructure
• Create and utilize scripts as needed
• Perform troubleshooting, issue resolution, and root cause analysis for IT issues at the local site
• Develop and maintain a comprehensive operating system hardware and software configuration database/library of all support documentation
• Physically set up and manage computers and related peripherals
• Perform required upgrades and maintenance and coordinate scheduled outages with other IT staff
• Identify business needs and opportunities and execute on plans
• Manage computer room and local IT infrastructure
• Resolve issues escalated from Level 1 support requiring elevated privileges or local site knowledge
• Conduct routine hardware and software audits of workstations to ensure compliance with established standards, policies and configuration guidelines
• Document as built and run books for implemented systems
• Carry out other duties as requested by IT or management.

Requirements

• Supervisory experience
• 4+ years of experience supporting Windows desktop hardware and software
• 4+ years of experience supporting Macs
• Experience implementing Jamf and setting it up in the cloud
• Experience with automation and scripting such as PowerShell
• Familiarity with corporate IT support processes and security policies
• Strong knowledge of various client technologies, hardware platforms, and operating systems
• Strong networking skills (CNA level preferred)
• Experience with PC and network security including Anti-virus
• Experience administering MDM tools such as Jamf Pro
• Proven ability to identify IT process and infrastructure needs and implement improvements
• Ability to support multi-site audio/video conferencing and collaboration
• Willingness to support and maintain new IT technologies as required by business
• Deep knowledge of Windows internals administration, configuration, and scripting
• Available to work after hours and weekends as required
• Skilled in problem analysis
• Attention to detail in Windows system hardware expertise including PCI express troubleshooting and configuration.