Service Desk Technician

Duration: 6-month contract (expected extensions)

We’re looking for an IT Service Desk Technician (Tier 1/2) to join a growing IT team and help deliver a high-quality, scalable support experience across the company. This role is critical in supporting a fast‑paced, SaaS‑driven environment and ensuring employees can do their best work without friction. You will serve as the front line of IT in the San Francisco office—troubleshooting issues, supporting onboarding and offboarding, and helping improve systems and processes along the way.

This is a great opportunity for someone who enjoys problem‑solving, working with people, writing documentation, and continuously improving IT operations.

• Provide Tier 1/2 technical support for hardware, software, and SaaS applications
• Troubleshoot issues across a Mac‑first environment (macOS, peripherals, networking)
• Support and manage core tools including Google Workspace, Okta, Slack, Atlassian (Jira, Confluence), 1
  
  Password, and Jamf (MDM/device management)
• Own and manage support tickets through Jira, ensuring timely resolution and clear communication
• Support new hire onboarding and offboarding, including device provisioning, shipping/receiving, and account setup
• Assist with identity and access management (SSO, MFA, group permissions)
• Partner with cross‑functional teams to resolve issues and improve workflows
• Contribute to documentation and knowledge base articles to scale support
• Identify recurring issues and proactively suggest automation or process improvements

• 3–4+ years of experience in an IT Service Desk or Support role (Tier 1/2)
• Strong experience supporting macOS environments
• Familiarity with modern SaaS tools such as Google Workspace, Slack, and Jira
• Experience with MDM tools (Jamf, Kandji, or Intune preferred)
• Basic understanding of networking fundamentals (Wi‑Fi, VPN, DNS)
• Experience with identity systems such as Okta or similar SSO tools
• Strong troubleshooting skills with the ability to break down ambiguous problems
• Excellent communication skills, supporting both technical and non‑technical users
• Highly organized with strong attention to detail and follow‑through
• Comfortable working in a fast‑paced, evolving environment
• Ability to lift up to approximately 50 lbs

• Experience in a startup or high‑growth technology environment
• Exposure to automation tools or scripting (Bash, Python, etc.)
• Experience improving support processes or internal documentation