Job Details

Role: Deskside Support (VIP/White Glove)

Location: South San Francisco, CA 94080 (100% Onsite – all 5 days/week)

Job Description

The Onsite Support team delivers a simple, productive, and exceptional executive-support workplace experience. We provide the tools and services our coworkers need to collaborate, deliver products, and serve customers.

We are seeking a highly motivated and capable IT Service Desk Engineer to join the team. In this role, you will provide on-site support to all employees. This opportunity is ideal for a candidate with several years of IT Service Desk experience who is ready to take the next step and contribute to a dynamic, cutting-edge team within a leading global healthcare company.

Your Day to Day:

• Respond to and resolve hardware and software service requests for local employees using the ticketing system.

• Manage the resolution of all incidents and tickets in accordance with established SLA processes and guidelines.

• Escalate incidents and potential issues to the appropriate IT teams as needed.

• Assume coverage for transitioning responsibilities, including participating in knowledge-transfer collaborations with team members in other cities to ensure continuity of service.

• Create and maintain documentation using standard templates for IT support teams and end users; review content regularly and update as needed.

• Provide support and troubleshooting and serve as an escalation point for medium- and high-complexity incidents for local and remote employees.

• Configure new computers using the standard image and prepare devices for deployment using Microsoft Intune and Jamf.

• Provide internal support for standard office applications, including Microsoft 365, and other desktop productivity tools.

• Provide in-room hardware support for meeting rooms, including all aspects of audiovisual (AV) systems.

• Provide wireless device support for laptops, mobile devices, and tablets.

• Maintain required documentation, including asset inventory, knowledge base articles, and standard solutions.

• Assist with employee moves and office desk setup for new hires.

• Assist with receiving deliveries, unboxing equipment, and managing stockroom inventory.

• Coordinate support for defective hardware, including logging vendor cases and arranging on-site visits for repair of damaged or faulty equipment.

• Maintain hands-on experience supporting Windows 10/11 and macOS environments, including peripherals such as printers and scanners.

• Provide support for Outlook, VPN, Microsoft Office, OneDrive, Microsoft Defender, web services, and other software solutions.

• Ensure meeting rooms remain up to date and operational through periodic testing, applying Windows updates and patches, and updating antivirus software.

What We're Looking For:

• Experience in writing and completing technical and end user documentation.

• Demonstrated organization, project planning, and time management skills.

• Strong problem-solving and analytical skills, with excellent verbal and written communication abilities.

• Advanced understanding and application of Service Desk incident management tools.

• Able to communicate highly technical information as necessary to both technical and non-technical personnel.

• Reliable, flexible, and able to manage multiple priorities effectively.

• Able to manage incidents and tasks within SLAs.

• A solid understanding of all major computer operating systems including MacOS and Windows 10/11.

• Up-to-date understanding of imaging technologies, including Microsoft Intune and Jamf.

• Advanced proficiency in hardware and software troubleshooting.

• Demonstrated understanding of Microsoft Office and Microsoft 365 applications on Windows and macOS.

• Experience with cloud-based backup solutions such as OneDrive.

• Maintain excellent communication with users.

Functional/Technical Requirements

• BS in Computer Science, or relevant work experience.

• Minimum of 3 years of experience in a help desk or technical support environment.

Physical Demands / Work Environment

• Light to medium physical exertion, routine bending, and lifting may be required.

• You will work toward shared goals with an open-minded, collaborative team.