Desktop Support Engineer
About The Position
The Desktop Support Engineer provides responsive, customer-focused technical support across the San Francisco Symphony. This role is the primary point of contact for daily IT operations, resolving Tier 1 and Tier 2 support requests, provisioning workstations, managing hardware lifecycles, enforcing endpoint security and patching standards, and administering Microsoft 365 and core business SaaS applications. The position also manages end-to-end IT onboarding and offboarding, coordinates with third-party vendors on advanced support, and creates accessible technical documentation for technical and non-technical staff. The role is based at Davies Symphony Hall in San Francisco, California, with a hybrid work arrangement. Regular hours are 9 a.m.–5 p.m., with intermittent evening and weekend work. The position reports to the Chief Information Officer and has no supervisory responsibilities.
Requirements
- Bachelor’s degree in Computer Science or 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, including operating system installation, configuration, profile management, patching, and troubleshooting.
- Demonstrated ability to manage helpdesk ticket queues, prioritize competing requests by urgency and business impact, and maintain agreed service levels.
- Strong troubleshooting judgment, including knowing when to resolve issues independently and when to escalate complex 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, multi-factor authentication, Microsoft 365 administration, and standard endpoint security practices.
- Experience working directly with external technical support vendors to resolve hardware and software issues.
- Exceptional customer service skills and ability to interact effectively and empathetically with staff across all organizational levels.
- Strong written and verbal communication skills, including explaining technical concepts in accessible language to non-technical users.
- Proven follow-through, attention to detail, and methodical problem-solving.
- Ability to sit, stand, walk, bend, and reach as needed.
- Ability to lift, carry, and move computer equipment and peripherals weighing up to 30 pounds, with or without reasonable accommodation.
- Ability to perform prolonged periods of sitting or standing and repetitive keyboard and mouse motions.
Responsibilities
- Serve as the primary point of contact for incoming helpdesk requests; prioritize, troubleshoot, and resolve Tier 1 and Tier 2 tickets in accordance with internal IT SLAs.
- 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 according to IT standards.
- Manage IT onboarding, including user account provisioning, equipment procurement, hardware imaging and setup, and initial IT orientations for new staff.
- Manage IT offboarding, 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, 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 from acquisition through decommissioning.
- Coordinate with third-party software, hardware, and systems support vendors to diagnose technical issues, process warranty repairs, and resolve service outages.
- Create and update staff self-help guides and document internal administrative procedures, account change logs, and standard troubleshooting workflows.
- 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, and recommend workflow, security, or technology improvements to IT leadership.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
