IT Support Engineer

10x Genomics•Pleasanton, CA

42d•Onsite

About The Position

We are seeking a dedicated and customer-focused IT Support Engineer to join our Client Technologies Team. The ideal candidate will have a solid technical background combined with exceptional customer service to support our users onsite and remotely. Excellent communication skills and a strong problem-solving mindset are essential to perform well in this position. This is an onsite role in Pleasanton, CA.

Requirements

3 years of hands-on IT Support/system administration experience
3 years supporting and provisioning Windows and macOS devices
Experience supporting a large SaaS environment (Okta, Google Workspace, Zoom, Slack, Kandji, Intune, etc)
Experience administering Okta, Zoom, and/or Google Workspace
Experience with A/V support (ie. conference rooms, webinars, etc)

Nice To Haves

Exceptional Communication: Must be able to clearly articulate complex technical problems and solutions to both highly technical and non-technical users (verbal and written).
Customer Focus and Empathy: Proven ability to remain patient, calm, and professional while assisting highly frustrated or anxious end-users.
Analytical Problem-Solver: A methodical, logical approach to troubleshooting, with the determination to identify the root cause of an issue rather than just applying quick fixes.
Prioritization: Ability to effectively manage and prioritize a dynamic workload of high-priority incidents and assigned projects.

Responsibilities

Provide day to day technical support to users (onsite and remote), assisting them with their workstations, laptops, productivity software, and audio/visual systems.
Provide white-glove support for our executive leadership when necessary
Provide A/V support for our conference rooms and webinars
Manage incident lifecycle through our ticketing systems (Asana/ServiceNow), ensuring accurate documentation, timely communication, and adherence to SLAs.
Conduct hardware diagnostics, repair, and replacement for desktop computers, laptops, and peripherals.
Collaborate with other teams to provide technical and customer support
Deploy, configure, and maintain standardized corporate images and software packages using MDM tools (Microsoft Intune, Kandji).
Develop and maintain clear, up-to-date documentation (Knowledge Base articles, process guides) for complex troubleshooting procedures.