Helpdesk/Desktop Support Technician

Role: Helpdesk/Desktop Support Technician
Location: South San Francisco, CA (Hybrid)
Type: Contract
Length: 6 months to start likely extensions

Description:
We are seeking a proactive Help Desk / Desktop Support Technician with 3 4 years of on-site IT support experience. This role goes beyond resolving day-to-day technical issues you will also own the new hire onboarding and IT orientation experience. From day one, you'll ensure every employee has the right technology, access, and training to succeed.

Key Responsibilities

Help Desk / Desktop Support

• Provide tier 1 and tier 2 support for Windows and macOS environments (hardware, software, peripherals).
• Troubleshoot end-user issues with devices, applications, and printers.
• Resolve PC, Mac, and printer connectivity issues (including LAN/WAN and Wi-Fi).
• Manage PC and Mac laptop refresh cycles for existing employees.
• Install, configure, and maintain operating systems, productivity software, and endpoint security tools.
• Document support requests, resolutions, and procedures in the ticketing system.
• Support Windows-based lab PCs connected to specialized instruments.
• Participate in hardware refresh cycles, inventory management, and IT infrastructure projects.
• Support AV systems, including Zoom Rooms, for business meetings.
• Educate employees on IT tools and best security practices.
• Create documentation and a knowledge base.

• Prepare and configure laptops, desktops, and mobile devices for new hires.
• Set up accounts, permissions, and application access in MS Entra, Office 365, and other enterprise platforms.
• Lead IT orientation sessions for new employees, introducing them to company systems, collaboration tools, and security best practices.
• Serve as the primary IT contact during an employee's first week to ensure smooth integration.
• Support employee offboarding by de-provisioning accounts and recovering equipment.

• Provide ongoing support during the migration from Google Workspace to Microsoft 365.
• Host lunch-and-learn sessions to introduce newly deployed technology.
• Deliver user training on IT systems and reinforce security awareness.

• 2 3 years of professional desktop/help desk support (on-site required).
• Proven experience with IT onboarding and new hire orientation.
• Strong knowledge of Windows 10/11, macOS, Microsoft 365, Google Workspace, Zoom Rooms, Teams, and SharePoint.
• Familiarity with ticketing systems (ServiceNow, Zendesk, Jira, or similar).
• Basic understanding of networking (TCP/IP, DNS, DHCP).
• Excellent troubleshooting, organizational, and customer service skills.
• Strong communication skills; comfortable presenting to groups.
• Ability to manage multiple priorities independently.

• 2 to 3 years of PC and Mac support in Enterprise Environments.
• CompTIA A+, Network+, Microsoft, or Apple certifications.
• Experience with MDM solutions (Intune, Autopilot, AirWatch, etc.).
• Exposure to ITIL processes and enterprise IT operations

The salary range provided for this contract role represents our good faith estimate for this position. Within the range, individual offers will vary based on the selected candidate's experience, industry knowledge, technical and communication skills, location and other factors that may prove relevant during the interview process (W2 or C2C). In addition to compensation, the company provides eligible W2 employees with a comprehensive and highly competitive benefits package.

I.T. Solutions, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.