IT Engineer (San Francisco)

FieldGuide IT•San Francisco, CA

2d•$80,000 - $100,000•Hybrid

About The Position

FieldGuide IT is a people-first, technology-second IT services provider. Companies across the US, big and small, rely on FieldGuide for IT strategy and support. We've replaced the old stereotype of the unapproachable "IT guy" with a team that's genuinely passionate about people, and hungry to share what we know about technology in a way that's patient, humble, and innovative. As an IT Engineer, you'll be the hands-on technical problem solver our clients count on, and the person they're relieved to see walk through their door. Your core focus is troubleshooting: the tickets that don't resolve themselves, the machine that worked yesterday and doesn't today, the conference room that won't connect twenty minutes before a board meeting. You'll work across an interesting mix of client environments, digging into Mac and Windows problems that the easy fixes don't solve, deploying and configuring hardware and software, and keeping office networks and AV running the way they should. You'll also provide scheduled and ad-hoc onsite IT support to our Bay Area clients. Through it all, you'll be part of a tight-knit team that leans on each other, documents everything, and treats technology as a way to help people, not replace them.

Requirements

1–3 years of experience troubleshooting or supporting complex products and technology, or equivalent education
Passionate about service, and you feel your best when you help people solve their problems
Genuinely comfortable in both macOS and Windows, and you can talk through how you'd actually chase down a problem in either one
Curious. You enjoy solving problems and puzzles, and you have a knack for troubleshooting things that don't work as expected
Outstanding written and verbal communication skills, and you use them to translate very technical issues in a way that non-technical clients easily understand
Teamwork comes naturally to you, and you show it by leaving detailed paper trails of documentation; you lean on your team when you run out of resources and you're eager to return the favor
Keep your composure in the occasional stressful, high-stakes situation
Understand that holding the keys to so many castles is an enormous responsibility, so you view every request through a security lens and default to the lowest level of access necessary to get the job done
Thrive in an energetic, nurturing, constantly evolving environment where everyone is invested in building a great place to work
Know that being right isn't the same as being helpful. You set your ego aside and focus on solving the person's problem, not winning the point.

Nice To Haves

Experience With Collaboration & productivity suites — Microsoft 365, Google Workspace Admin, Slack Admin
Identity & access management — Okta, JumpCloud, Rippling, 1Password, Lastpass, Bitwarden
Device management (MDM) — Addigy, NinjaOne, Hexnode, Jamf, Kandji
Security & compliance — CrowdStrike Falcon, Drata, Vanta
Networking & conferencing hardware — Ubiquiti UniFi, Cisco Meraki, Logitech
Cloud, dev & business platforms — AWS, GCP, GitHub, Salesforce, HubSpot

Responsibilities

Solve problems for real people. Take on whatever comes your way and cater your assistance to the person in front of you, whether that's a software developer, a paralegal, or a CEO.
Deliver standout support through our ticketing system while championing our PEOPLE FIRST mission.
Troubleshoot Mac and Windows. Work past the reboot and into the actual cause: configuration profiles that won't apply, machines that won't join or rejoin the domain, FileVault and BitLocker lockouts, failed OS upgrades, VPN and DNS weirdness, peripherals and printers that refuse to cooperate, and the occasional Chromebook.
Deploy and configure. Upgrade, install, and configure hardware and software: imaging and enrolling devices, pushing applications through an MDM, and setting people up so their tools work the way they expect.
Keep networks humming & conference rooms running. Maintain and upgrade networks and servers, ensure connectivity across client offices, and make sure the AV in every conference room works on the first try, not the third.
Know the stack, then document it. Get deeply familiar with the tools your clients rely on and stay current as those technologies evolve, then write clear, detailed documentation that gives your teammates a roadmap instead of a guessing game.
Keep security top of mind. Treat every request as a security decision, and recognize and respond to threats when they surface, from phishing reports to endpoint alerts.
Show up in person. On a scheduled and ad-hoc basis, provide on-site support at client offices across the Denver/Boulder area, troubleshooting whatever comes up alongside your FieldGuide team. Some of this work runs several days at a time: network installs, office build-outs, and AV installs.
Partner across teams. Collaborate on projects with our xBoarding and Programs & Strategy teams, bringing the technical depth to work that's bigger than any one ticket.