IT Support Engineer - Helpdesk

San Francisco · San Francisco Bay Area · 3+ years experience · Hybrid · Posted Oct 6, 2026

At a glance

As an IT Support Engineer, you will provide hands-on support for client hardware and software on Windows and Mac, and support meetings and events across our offices.
We're looking for someone who is technical, resourceful, and comfortable working in a distributed team while communicating with a variety of users.
You will report to the Sr. Manager, IT & AV Services.

Provide onsite and remote technical support across hardware, software, and account access requests via Slack, walk-ups, and ServiceNow tickets
Support hybrid meeting environments across conference rooms and event spaces, ensuring seamless experiences for both in-person and remote participants
Manage, maintain, and troubleshoot Windows, Mac, and mobile devices, along with general site equipment
Manage our ticket queue to ensure Service Level Agreements are met with excellent customer support etiquette
Manage the full employee device lifecycle such as provisioning, deployment, offboarding, and e-waste for Windows, Mac, and mobile devices
Assist with user onboarding and offboarding processes
Administer and support core SaaS tools including Okta, Google Workspace and Slack
Follow documented processes and standard operating procedures (SOPs) for all support tasks
Use asset tracking systems to manage device records, check-ins/outs, and stock levels
Perform regular checks and basic troubleshooting of AV equipment (displays, microphones, cameras).

3+ years experience working in an IT Support role
Broad knowledge of macOS and Windows devices in an enterprise environment, with the ability to perform advanced troubleshooting
Experience with Google Workspace Administration
An understanding and awareness of Security standards
Ability to work independently, manage competing priorities
Have an understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
Excellent interpersonal and communication skills
Strong customer service orientation with proven ability to manage user expectations and deliver timely support
Familiarity with video conferencing platforms: Google Meet, Zoom, Microsoft Teams
Comfortable with physical work: lifting equipment, running cable, setting up and breaking down event spaces

Comptia A+ Certification
Advanced Windows, macOS administration skills/certification
ITIL Certification
Certifications in AV (Q-sys Level 1+, CTS, CTS-I, CTS-D) and/or Networking (e.g., CCNA, CWNA)
Experience with ServiceNow or similar ITSM platforms

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