IT Operations / Helpdesk Technician

STN Incorporated•Pleasanton, CA

23d•$70,000 - $90,000•Onsite

About The Position

We are seeking a reliable and customer-focused IT Operations / Helpdesk Technician to provide onsite technical support for employees and maintain day-to-day IT operations. This role serves as the first point of contact for hardware, software, network, and user support issues while ensuring the stability, security, and efficiency of the company's technology environment. The ideal candidate is hands-on, organized, and enjoys solving technical problems while delivering excellent customer service.

Requirements

Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
2+ years of experience in IT support, helpdesk, or desktop support roles.
Strong knowledge of: Windows 10/11
Microsoft 365
Active Directory / Entra ID
Hardware troubleshooting
Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi)
Experience with ticketing systems and IT service management practices.
Excellent troubleshooting, communication, and customer service skills.
Ability to prioritize and manage multiple tasks in a fast-paced environment.

Nice To Haves

Experience supporting macOS devices.
Familiarity with: Intune / Endpoint Manager
VMware or Hyper-V
VoIP systems
Endpoint security platforms
PowerShell scripting
Industry certifications such as: CompTIA A+
CompTIA Network+
Microsoft Certified Fundamentals
ITIL Foundation

Responsibilities

Provide onsite and remote technical support for employees across multiple departments.
Troubleshoot and resolve hardware, software, operating system, printer, and connectivity issues.
Respond to helpdesk tickets and service requests within established service-level agreements (SLAs).
Escalate complex issues to senior IT staff or external vendors when necessary.
Assist users with Microsoft 365 applications, collaboration tools, and business systems.
Install, configure, maintain, and deploy desktops, laptops, mobile devices, and peripherals.
Manage workstation imaging, software installation, updates, and patching.
Monitor system performance and proactively identify potential issues.
Support network infrastructure including switches, wireless access points, VPN connectivity, and internet services.
Perform routine maintenance and health checks on IT systems and equipment.
Create, modify, and disable user accounts and permissions.
Support Active Directory, Microsoft Entra ID (Azure AD), and Microsoft 365 administration.
Assist with employee onboarding and offboarding processes.
Maintain access controls and security best practices.
Track IT hardware, software licenses, and inventory.
Coordinate equipment procurement, deployment, replacement, and disposal.
Maintain accurate documentation of systems, procedures, and configurations.
Follow company security policies and procedures.
Assist with endpoint security, antivirus management, and vulnerability remediation.
Participate in incident response and troubleshooting efforts when needed.