Help Desk Technician

Authentic8•Redwood City, CA

19d•Hybrid

About The Position

Authentic8 is seeking a Help Desk Technician to provide hands-on IT support across our hybrid workforce. You'll be the front line for endpoint provisioning, troubleshooting, and day-to-day technical support for staff in our Redwood City office as well as remote employees. Your customer service skills are just as important as your technical skills. We're looking for someone with a strong desire to learn new technologies and grow their role and career.

Requirements

2-3 years of Windows and macOS endpoint management experience
2-3 years in a helpdesk or similar customer-service-oriented role
2-3 years supporting enterprise networks (Wi-Fi, firewalls, VPN, corporate LANs)
2-3 years supporting cloud-based applications
IT certificate, or associate degree in a related technical discipline; bachelor's preferred
Strong communication skills with both technical and non-technical users
Ability to write clear documentation for IT systems, processes, and procedures
Must be able to work from our Redwood City office (2–3 days per week)
Must be a US Citizen

Nice To Haves

CompTIA A+ or ITIL Foundation certification
Jamf Certified Tech or Apple Certified Support Professional (ACSP)
Experience with ITSM/ticketing platform Jira Service Management

Responsibilities

Support Jamf Pro (macOS/iOS) and Microsoft Intune (Windows/Android) endpoint management
Endpoint provisioning and management: Apple, Microsoft, and ChromeOS laptops; iOS and Android mobile devices
Assist with building and publishing Windows installers (Intune) and macOS installers (Jamf) for deployment across managed devices
Manage in-office printing, scanning, and faxing services
Assist with administration of IT-managed business systems (Google Workspace, Microsoft 365, et al.)
Assist with troubleshooting corporate Wi-Fi, LAN, and edge network devices
Support SAML/SSO and MFA authentication integrations across cloud services
Participate in the IT portion of new-hire onboarding