IT Support Tech

Imagine being at the heart of a vibrant ecosystem, where your expertise doesn't just solve problems, it empowers dreams. As seasoned IT Support Tech in Corporate Engineering, whose main purpose is to enhance builders' Effectiveness, Efficiency, and Experience through the use of technology, you'll be more than just a technical expert; you'll be a catalyst for efficiency and a partner in the journey of our incredible builders.

You will provide optimized support for both IT and AV needs, directly influencing the effectiveness, efficiency, and overall experience of every Builder who uses our technology. In our fully on-site role in beautiful San Mateo, CA, you'll be immersed in a dynamic environment where collaboration and innovation thrive.

This role is an hourly position and requires onsite support 5 days a week.

You will:

• Serve as the first point of contact for help desk support at our RoBars, ticketing system, AV, and in Slack, providing exceptional in-person and remote support.
• Utilize and manage ticketing systems (e.g., Zendesk, Jira) to enhance service delivery, ensuring timely resolution and accurate documentation.
• Be involved with Facilities, IT, events team while participating in related projects and events.
• Assist with employee onboarding and offboarding, including account and equipment setup.
• Collaborate with security detection and response teams to ensure a secure IT and AV environment.
• Provide on-site and remote desktop support, including installing, configuring, and troubleshooting computer hardware, software, and peripherals.
• Train users on effective AV equipment use and best practices for virtual meetings and presentations.
• Provide AV support, including setup, operation, and troubleshooting of meeting room systems, video conferencing equipment and event technology.
• Assist with live event AV requirements, ensuring seamless execution of presentations and internal gatherings.
• Manage hardware assets, including receiving, unboxing, organizing deliveries, contributing to inventory accuracy, and building/deploying new computers.
• Assist with password resets and group management.
• Participate in on-call rotations.

You have:

• 3-5 years of demonstrable experience in a help desk or IT support role, including managing support ticket processes.
• Experience contributing to projects involving security, facilities, and other business partners.
• Familiarity with ticketing systems such as Zendesk or Jira.
• Basic understanding of AV concepts and conferencing software
• A thorough understanding of identity verification processes for in-person and remote employees.
• A desire for reducing or eliminating technical debt.
• Solid understanding of core applications such as: Okta, Slack, Zoom, and Google Workspace.
• Experience working with Mobile Device Management for computers and devices. (e.g., Workspace ONE, Jamf, Google MDM).
• Knowledge and skills to investigate performance issues on macOS, Windows Desktop, ChromeOS, and Linux.
• Experience providing on-site technical support for meetings, presentations, and events.
• Excellent communication, interpersonal, and customer service skills.

You are:

• A dedicated supporter, sharing knowledge and skills with peers.
• A methodical problem-solver for technical issues, including slow computers, network connectivity problems, and AV glitches.
• Knowledgeable about identity management (IDPs) and device management (MDMs) for secure access.
• A meticulous documenter of technical issues and solutions.
• Adaptable and resilient, quickly learning new technologies, including emerging AV solutions.
• A learner, using mistakes as opportunities for growth.
• A great teammate, effectively collaborating with other groups like facilities and InfoSec.
• A clear and concise communicator, providing clear instructions
• A security-conscious professional, understanding IT support's role in security incidents.
• Experienced in supporting mobile devices, familiar with their security considerations.
• A contributor to projects, driving them to successful outcomes.
• Able to work independently and as part of a team, prioritizing tasks and managing time effectively.