Tier 2 Help Desk Technician

What You'll Do

• Provide advanced onsite and remote technical support for end users in a primarily Apple macOS environment serving as an escalation point for Tier 1 support issues
• Troubleshoot and resolve complex hardware, software, authentication, connectivity, and endpoint management issues affecting laptops and mobile devices
• Support core productivity and collaboration platforms including Google Workspace, Slack, conferencing applications and related SaaS applications
• Oversee advanced onboarding and offboarding activities including device provisioning, access troubleshooting, escalation support for account lifecycle issues and new hire orientation
• Support endpoint management initiatives including device enrollment, policy enforcement, software deployment, patch validation and remediation activities through MDM platforms such as Kandji
• Assist with troubleshooting identity and access management issues including MFA, SSO and account provisioning workflows
• Participate in incident response and coordinate with infrastructure, security and systems administration teams to resolve escalated technical incidents
• Document troubleshooting procedures and operational runbooks within the ITSM platform and knowledge base
• Contribute to endpoint compliance efforts including patch management, user access reviews and security baseline adherence
• Support basic network troubleshooting including Wi-Fi, DNS, switching, VPN and office connectivity issues
• Manage IT inventory, equipment lifecycle tracking, and consumable stock levels while assisting with vendor coordination and hardware repair logistics
• Identify recurring issues and recommend automation, process improvements and standardization opportunities to improve service quality and operational efficiency
• Mentor Tier 1 technicians and assist with escalation handling, knowledge transfer and operational guidance

Required Skills & Experience

• 4+ years of experience in IT support, endpoint administration, or helpdesk operations in a macOS-focused environment
• Strong expertise troubleshooting Apple macOS systems, hardware, peripherals and enterprise collaboration tools
• Experience in Google Workspace administration and advanced end-user troubleshooting
• Familiarity with MDM and endpoint management platforms such as Kandji, JumpCloud, Intune or similar solutions
• Exposure to endpoint security tooling including EDR, DLP and compliance enforcement technologies
• Understanding of identity and access management concepts including MFA, SSO, RBAC, and account lifecycle management
• Experience troubleshooting conferencing and AV systems including Zoom Rooms, Google Meet, microphones, displays and room control systems
• Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN and wireless networking troubleshooting
• Experience using ITSM or ticketing platforms
• Strong troubleshooting and analytical skills with the ability to diagnose complex technical issues across multiple systems
• Excellent customer service, communication and documentation skills
• Ability to prioritize multiple concurrent requests in a fast-paced environment
• Able to lift and move IT equipment (up to 40 lbs) and perform hands-on deskside support activities
• Be onsite in the Foster City HQ at least four days per week

Bonus Qualifications

• Hands on experience supporting Microsoft Windows in an enterprise environment
• Previous roles working in a high-growth SaaS environment
• Familiarity with SOC 2 and ISO 27001 operational requirements
• Relevant certifications such as CompTIA Network+, Apple Certified Support Professional (ACSP) or similar