Tier 2 Help Desk Technician

Foster City, United StatesRemote

Requirements

experience in a primarily Apple macOS environment.
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 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 - Active Replit user and passionate about making software creation more accessible This is a full-time role that can be held from our Foster City, CA office.

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
Benefits Include: 💰 Competitive Salary & Equity 💹 401(k) Program with a 4% match (US Only) ⚕️ Health, Dental, Vision and Life Insurance 🩼 Short Term and Long Term Disability 🚼 Paid Parental, Medical, Caregiver Leave 🏝 Flexible Time Off (FTO) + Holidays 🚗 Commuter