Location:

Remote role with regular onsite support responsibilities in the San Jose, San Francisco, and Santa Cruz areas.

Key Responsibilities:

Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support. Provide customer support both onsite and remotely using connection software, ensuring thorough documentation and follow-up for every interaction. Prioritize and resolve tickets by following established SOPs and KB articles, meeting or exceeding KPI goals. Troubleshoot a range of issues including advanced desktop problems, VPN connectivity, hardware failures, line-of-business applications, and basic server functions. Perform complete hardware repair, maintenance, and security tasks—from cleaning and component replacement to in-depth diagnostics. Execute physical networking functions such as running network cables, installing patch panels, and setting up racks/enclosures, applying knowledge of wiring schema, tools, and layouts. Install, reinstall, repair, and configure software, including operating systems, antivirus/security tools, and office productivity suites. Back up data and perform system restores as needed to maintain functionality. Test solutions for accuracy, document work, and provide recommendations for ongoing system health.

Qualifications:

Practical experience with hardware assembly, disassembly, maintenance, and repair. Strong knowledge of Windows OS (installation, recovery, setup, updates) and major software suites (e.g., Microsoft Office). Familiarity with antivirus, security, and firewall technologies, including installation and recovery. Working knowledge of business networking, including Active Directory, Group Policy, file sharing, and server applications (Exchange, MS Server). Solid troubleshooting skills across OS, hardware, and network issues, including malware and virus removal. Ability to identify and diagnose failed hardware components. Valid Driver's License.

Preferred Education and Experience:

A+, Net+, and Sec+ certifications, or equivalent experience Experience with all modern operating systems Deep understanding of business networking Deep understanding of Active Directory, Group Policy, File Sharing, etc. General understanding of technology related to small-medium businesses Virtualization experience is a plus!

Benefits:

Comprehensive benefits, including medical, dental, vision, supplemental coverage, plus HSA/FSA options Competitive 401(k) participation with up to 4% contribution match Certification reimbursement to support your continued development Meaningful opportunities for advancement within a growing organization A culture built on drive, accountability, collaboration, and excellence

Physical Requirements:

The physical requirements below describe the essential job functions needed to complete this job. Consistent hand and finger dexterity necessary to operate computer equipment Consistently required to sit, stand, walk, talk, hear, and see Routine use of hands to type Occasional need to stoop, kneel, crouch, twist, crawl, reach, and stretch Occasional need to walk around the office Consistent vision abilities required; close vision, depth perception, and ability to focus Ability to travel dependent on company needs Occasional need to lift and/or move up to 30 pounds

Work Environment/Conditions:

The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work) Work is in an open office environment with steady conversation and interruption The statements contained in this job description are intended to describe the general nature and level of work being performed by associates assigned to the job. 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