Desktop Support Engineer

SAN FRANCISCO SYMPHONY • San Francisco, CA

6d • $84,486 - $91,940 • Hybrid

About The Position

The Desktop Support Engineer provides responsive, customer-focused technical support across the organization. Serving as the primary point of contact for daily IT operations, this role resolves Tier 1 and Tier 2 support requests, leads workstation provisioning and hardware lifecycle management, enforces endpoint security and patching standards, and administers Microsoft 365 alongside core business SaaS applications. The position also manages end-to-end IT onboarding and offboarding, interfaces with third-party vendors for advanced system support, and creates clear, accessible technical documentation for both technical and non-technical staff.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or commensurate practical experience.
• Three or more years of hands-on experience in desktop support, helpdesk, endpoint support, or a related technical support role.
• Advanced knowledge of Windows 11 and macOS environments, including operating system installation, configuration, profile management, patching, and troubleshooting.
• Demonstrated ability to manage helpdesk ticketing queues, prioritize competing support requests based on urgency and business impact, and maintain agreed service levels.
• Strong troubleshooting instincts with sound judgment on when to resolve issues independently versus escalating complex technical matters to senior IT engineering leadership.
• Hands-on experience with endpoint management/MDM platforms, imaging tools, remote desktop support software, and hardware asset inventory systems.
• Familiarity with identity and access management (IAM), multi-factor authentication (MFA), Microsoft 365 administration, and standard endpoint security practices.
• Experience engaging and working directly with external technical support vendors to resolve hardware and software issues.
• Exceptional customer service skills and the ability to interact effectively and empathetically with staff across all levels of the organization.
• Strong written and verbal communication skills, including the ability to translate complex technical concepts into clear, accessible language for non-technical users.
• Proven track record of follow-through, attention to detail, and methodical problem-solving.

Responsibilities

• Serve as the primary point of contact for incoming helpdesk requests, prioritizing, troubleshooting, and resolving Tier 1 and Tier 2 support tickets in adherence with internal IT SLAs.
• Appropriately triage and escalate complex Tier 3, network, and infrastructure issues to senior IT team members.
• Configure, image, deploy, and maintain Windows and macOS computers, mobile devices, printers, VOIP phones, and associated peripherals in accordance with IT standards.
• Manage end-to-end IT onboarding workflows, including user account provisioning, equipment procurement, hardware imaging and setup, and conducting initial IT orientations for new staff.
• Manage end-to-end IT offboarding workflows, including deprovisioning account access, collecting equipment, securely wiping returned hardware, and updating asset records.
• Administer, monitor, and troubleshoot user accounts, permissions, and group access within Microsoft 365 (Exchange Online, SharePoint Online, Teams), Single Sign-On (SSO), and supported business applications.
• Monitor, troubleshoot, and remediate endpoint security alerts, patch compliance, OS upgrades, disk encryption status, antivirus health, and device management exceptions.
• Maintain accurate hardware, software, license, and asset inventory records, ensuring transparent tracking from initial acquisition to decommissioning.
• Engage and coordinate directly with third-party software, hardware, and systems support vendors to diagnose technical issues, process warranty repairs, and resolve service outages.
• Create and update user-friendly self-help guides for staff, while documenting internal administrative procedures, account change logs, and standard troubleshooting workflows for the IT team.
• Train new and existing staff on workstation basics, collaboration tools, security best practices, and ticket submission processes.
• Identify recurring user pain points and system issues, proactively recommending workflow, security, or technology improvements to IT leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level