IT Desktop Support

SI-BONE is a fast-growing, publicly traded medical device company that is an industry pioneer in minimally invasive sacropelvic solutions. Our mission is to help patients rise up and reach for the stars, and our vision is to work together as the global leader to make sacropelvic conditions universally recognized and effectively treated through innovation, evidence, education, and advocacy.

IT Desktop Support

Location: Santa Clara, CA. Must be able to work onsite 5 days a week.

SI-BONE® is focused on helping patients in one of the most under-served, under-diagnosed, and under-treated areas in orthopedics, the sacroiliac (SI) joint. SI-BONE developed an innovative, patented implant to fuse the SI joint. The iFuse Implant System® provides a less invasive alternative to traditional sacroiliac (SI) joint fusion surgery and has been used in over 90,000 procedures to date.

We are a medical device company that is focused on improving the lives of patients with sacroiliac pelvic conditions. We are looking for people who are passionate about our mission and who are willing to work hard to achieve it. We are also looking for people who are:

• Agile:
  We work in a fast-paced environment and need to be able to learn and adapt to change quickly.
• Creative:
  We embrace creativity, and we need people who are not afraid to challenge the status quo.
• Team Players:
  We roll-up our sleeves and work together as one team to achieve our goals.

The IT Desktop Support professional provides hands-on technical support to employees across the United States and, as needed, the EU. This role focuses on resolving end-user hardware, software, and access issues, supporting endpoint devices, and delivering high-quality customer service.

The position supports daily IT operations, endpoint lifecycle activities, and technology deployments while following established processes and procedures. All responsibilities are performed in compliance with applicable global regulatory requirements as defined in the SI-BONE Quality Manual, with adherence to the company’s Code of Conduct and industry regulations.

• Provide day-to-day desktop, laptop, mobile device, and peripheral support across Windows, macOS, iOS, and Microsoft 365 environments
• Configure, deploy, and support laptops, Mac Books, iPads, and related hardware and software
• Support employee onboarding and offboarding activities, including equipment setup, access provisioning, and account deactivation
• Respond to and resolve IT support requests through the Fresh service helpdesk platform, meeting defined SLAs and service standards
• Deliver on-site and remote support for headquarters and satellite locations
• Assist with software installations, updates, and standard system configurations
• Document incidents, requests, and solutions accurately in the ticketing system
• Escalate complex or unresolved issues to senior team members or appropriate IT teams
• Maintain accurate IT asset inventory and lifecycle tracking for issued equipment
• Support conference rooms, audio/visual systems, and collaboration tools
• Follow IT security, quality, and compliance requirements and report potential non-compliance issues as needed
• Assist with basic facilities and site IT support as it relates to end-user technology

• Associate or Bachelor’s degree in Information Technology, Computer Science, or equivalent practical experience
• Typically 2–3 years of experience in IT desktop or end-user support
• Familiarity with applicable regulations/standards (e.g., ISO 13485, FDA 21 CFR 820, EU MDR 2017/745, ISO 14971)
• Working knowledge of Windows OS, macOS, iOS, and Microsoft 365
• Experience troubleshooting common hardware, operating system, and application issues
• Strong customer service and communication skills
• Ability to follow established procedures and manage multiple support requests
• Basic understanding of IT asset management and ticketing systems
• Strong attention to detail and documentation

Salary range: $67,000- $80,000. The compensation range for this position is specific to the location and is in good faith what SI-BONE expects to pay for the position taking into…