Help Desk

The Help Desk Specialist will play a key role within the IT team, delivering day-to-day technical support to employees across the Menlo Park and San Francisco offices. Reporting directly to the VP of IT, this individual will act as the primary point of contact for support requests and help ensure a seamless technology experience firmwide.

This role is based primarily in Menlo Park, CA, with an expectation of at least four days onsite each week.

• Serve as the initial point of contact for IT issues, resolving Tier 1 hardware, software, and connectivity problems across both Mac and Windows environments
• Manage and track support requests through ITSM tools (Service Now, Jira, etc.), ensuring accurate documentation and timely resolution
• Handle onboarding and offboarding processes, including device setup, account creation, and asset tracking
• Support mobile device management (MDM) platforms such as Jamf and Air Watch, including device enrollment and basic configuration
• Escalate more complex issues to senior IT staff with clear notes and context
• Provide support for conferencing and AV systems in meeting rooms and shared spaces
• Contribute to internal documentation and knowledge base resources
• Assist with broader IT initiatives, including system rollouts, procurement, and asset management
• Offer occasional after-hours or weekend support when needed

• 2+ years of experience in help desk, desktop support, or IT support (internship or academic lab experience considered)
• Experience supporting macOS and/or Windows in a professional environment
• Familiarity with Microsoft 365 and basic Azure Active Directory functions (e.g., user management, password resets)
• Exposure to ITSM platforms such as Service Now or Jira Service Management
• Understanding of MDM tools; experience with Jamf or Air Watch is a plus
• Strong communication skills with a user-focused, service-oriented mindset
• Comfort using AI tools (e.g., ChatGPT, Claude) to improve efficiency and problem-solving
• Degree in IT, Computer Science, or related field preferred (or equivalent experience);
  CompTIA A+ is a plus