Help Desk Technician

Overview

Duration: 4-month contract, possibly extension

Compensation: $55-60/hour

Level 2 Helpdesk Technician

We are seeking a Level 2 Helpdesk Technician to support the Palo Alto office, where the broader firm operates primarily in a Mac environment. This role will specifically provide whiteglove support to the Finance team, which is a Windows-based group. The position focuses on supporting Windows systems tied to OnPrem Active Directory, Okta, and Google Workspace, while assisting with key infrastructure initiatives such as cloud migration, Okta cleanup, and retiring older 2008 servers.

Addressing current Oktarelated security risks is a high priority for this role. Occasional onsite support in San Francisco may be required.

• Provide Level 2 support for Windows systems, troubleshooting issues and ensuring reliable performance.
• Offer white glove technical support to the Finance team with a strong customer service mindset.
• Troubleshoot Zoom, Slack, Google Workspace, Dropbox, Mimecast, printers, email spam, and general desktop issues.
• Support a mixed-environment office with Windows as the primary OS and some Mac devices.
• Manage and troubleshoot On-Prem Active Directory and its integrations.
• Assist with Okta cleanup, workflow updates, and integration of Rippling as a new HRIS connection.
• Help address and remediate current security risks tied to identity systems and access workflows.
• Work with InTune for device configuration and compliance management.
• Support cloud migration efforts for Finance team workloads.
• Assist with retiring legacy 2008 servers and migrating associated workloads to updated systems.
• Participate in infrastructure cleanup initiatives and collaborate with senior technical team members.
• Escalate complex server or network issues following established procedures.

• Windows-focused environment in Palo Alto with limited Mac usage.
• SaaS tools:
  Google Workspace, Zoom, Slack, Dropbox, Docu Sign, Mimecast, Sublime, Adaptive Security.
• Legacy on-prem servers being decommissioned following financial system migrations.

• 4+ years of Level 2 Helpdesk or equivalent technical support experience.
• Strong experience with Windows troubleshooting and desktop support best practices.
• Familiarity with On-Prem Active Directory, Okta, and InTune.
• Experience supporting Finance teams with high-touch service needs.
• Understanding of cloud migration processes and infrastructure cleanup projects.
• Excellent communication and customer service skills.
• Ability to work onsite full-time in Palo Alto with occasional SF coverage.

• Employer provides access to:
• 3 levels of medical insurance for you and your family
• Dental insurance for you and your family
• Company located in Palo Alto, CA has the following sick leave policy: accrue 1 hour for every 30 hours worked up to 48 hours. If you are based in a different state/city, inquire about that state’s sick leave policy.