IT Helpdesk Technician

Xona Space Systems•Burlingame, CA

2d•$70,000 - $90,000•Hybrid

About The Position

Xona is seeking a Helpdesk Technician (Tier 1 & Tier 2) to provide exceptional technical support across its growing organization. This role serves as the first point of contact for employees needing IT assistance, supporting a hybrid Windows, Linux, and cloud-based environment to ensure a seamless technology experience. The technician will collaborate with the System Administrator, Network Engineer, and the broader IT team to troubleshoot hardware, software, networking, and identity-related issues, escalate complex problems, and contribute to improving internal IT operations in a fast-paced startup environment. This position is ideal for someone who enjoys solving technical challenges, providing outstanding customer service, and creating a positive support experience.

Requirements

2+ years of experience in IT Helpdesk, Desktop Support, or Technical Support within a small to mid-sized organization.
Strong troubleshooting and diagnostic skills across hardware, operating systems, software, and user account management.
Experience supporting Microsoft Windows environments, including Microsoft Entra ID (Azure AD) and/or Active Directory.
Working knowledge of Linux operating systems and basic Linux administration.
Basic scripting experience with PowerShell and Bash for troubleshooting and automation.
Excellent interpersonal and communication skills, with the ability to support both technical and non-technical employees.
Strong organizational and time management skills, with the ability to prioritize multiple requests in a fast-paced environment.
A collaborative, customer-first mindset with a passion for helping others succeed.

Nice To Haves

Industry certifications such as CompTIA A+, Network+, Cisco CCNA, or similar.
Experience supporting macOS environments.
Experience with Microsoft Intune or other Mobile Device Management (MDM) solutions.
Familiarity with identity and access management, endpoint security, and device compliance.
Experience working in a high-growth startup or rapidly scaling technology company.
Experience with IT ticketing systems, knowledge base platforms, and IT asset management tools.

Responsibilities

Serve as the primary point of contact for employee IT support requests, delivering timely Tier 1 and Tier 2 technical assistance.
Provide exceptional customer service by delivering friendly, responsive, and professional technical support to employees across the organization.
Troubleshoot and resolve hardware, software, operating system, networking, and account-related issues across Windows, Linux, and cloud environments.
Clearly communicate technical concepts to non-technical users, setting expectations and providing updates throughout the support process.
Manage employee onboarding and offboarding, including laptop provisioning, account creation, permissions, software deployment, and documentation.
Deploy, configure, maintain, and troubleshoot company laptops, desktops, peripherals, and mobile devices.
Own IT asset inventory, lifecycle management, and equipment tracking to ensure accurate records and compliance.
Manage and prioritize the IT ticket queue based on business impact, urgency, and service-level expectations.
Create and maintain internal documentation, troubleshooting guides, and knowledge base articles to improve support efficiency.
Assist with endpoint management, software deployments, system updates, and basic automation using PowerShell and Bash.
Partner with the broader IT team on infrastructure improvements, security initiatives, and ongoing technology projects.
Continuously identify opportunities to improve the employee IT experience, streamline support processes, and enhance overall IT service delivery.