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Level 1 Help Desk Technician
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on California data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$57,740 / year median in California
-12% projected decline
Job Description
Work Schedule:
This is a 100% onsite position in Palo Alto, CA, five days per week. Candidates must be available to work onsite Monday through Friday. The environment is macOS, so candidates should be comfortable working with Macs and interested in developing their skills in endpoint support and IT operations.Responsibilities Provide front-line technical support for hardware, software, account, and access issues Troubleshoot Mac laptops, desktops, peripherals, and basic connectivity issues Support user accounts, password resets, email, and collaboration tools Set up, configure, deploy, and redeploy equipment for new and existing employees Assist with device and IT asset inventory management Create, update, and manage support tickets using Freshservice Document issues, resolutions, and common troubleshooting procedures Escalate more complex technical issues to senior IT team members Provide friendly, responsive support to both technical and non-technical employees Qualifications Entry-level opportunity requiring 0-2 years of IT support experience; recent Computer Science/IT graduates with relevant internships, academic projects, or hands-on technical experience are encouraged to apply. Working knowledge of macOS and Apple hardware Familiarity with user account administration and basic networking concepts Exposure to IT ticketing systems; Freshservice experience is a plus Familiarity with Mac device management tools such as Iru or similar platforms Strong troubleshooting and problem-solving skills Strong customer service, collaboration and communication skills Ability and willingness to learn in a fast-moving technical environment Bonus Qualifications Linux knowledge or experience Additional networking knowledge Experience supporting users in a biotech, life sciences, laboratory, or research environment
Pay:
$24.00 - $25.00 per hour Expected hours: 40.0 per week Ability toCommute:
Palo Alto, CA 94302 (Required)Work Location:
In personBenefits
- Dental Insurance