Desktop Support Specialist

Sira Consulting, an Inc 5000 company; San Francisco (CA); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Sira Consulting, an Inc 5000 company, seeks an experienced IT support specialist to provide deskside and remote assistance for Windows and macOS devices. You will troubleshoot Google Workspace issues, image and deploy equipment, and support mobile devices while maintaining asset records and SLAs.

The role requires 5–7 years in end-user support, strong Office 365 and networking knowledge, and ITIL/CompTIA–level certifications are a plus.

Qualifications

• 5–7 years of IT experience in desktop or end-user support.
• Hands-on experience with Office 365 troubleshooting and administration.
• Strong knowledge of Windows 10/11 and macOS platforms.
• Experience imaging and deploying devices (Windows Autopilot, Intune preferred).
• Familiarity with networking fundamentals (TCP/IP, DHCP, DNS, VPN, Wireless).
• Experience in productivity tools (Word, Excel, PowerPoint, Outlook).
• Certifications (MCP, CompTIA A+, ITIL Foundation) preferred.

Responsibilities

• Provide deskside and remote support for Windows and Apple devices.
• Troubleshoot and resolve issues related to Google Workspace (Gmail, GChat).
• Perform device imaging, deployment, and post-deployment troubleshooting.
• Configure and troubleshoot end-user devices and mobile devices (iOS/Android).
• Manage tickets in ServiceNow: classification, assignment, tracking, closure.
• Collaborate with cross-functional teams to onboard new hires (accounts, devices, access).
• Ensure asset tagging, inventory tracking, and weekly reporting.
• Coordinate with vendors for repairs or replacements of malfunctioning equipment.
• Ensure support activities comply with IT policies, security standards, and SLAs.
• Participate in rotational on-call support (including nights/weekends).

Skills

Customer service

Troubleshooting

Communication

Time management

Tools

ServiceNow

Intune

Autopilot

Google Workspace

Job description

Provide deskside and remote support for Windows and Apple laptops/desktops.

• Troubleshoot and resolve issues related to Google Workspace Suites (GChat, Gmail).
• Perform device imaging, deployment, and post-deployment troubleshooting.
• Configure and troubleshoot end-user devices
• Support mobile device setup and troubleshooting (iOS/Android).
• Diagnose and resolve hardware and software conflicts.
• Manage tickets in ServiceNow (or similar ITSM tool): classification, assignment, tracking, and closure.
• Collaborate with cross-functional teams to onboard new hires (accounts, devices, access).
• Ensure hardware assignments are accurate and recorded in the asset management system.
• Perform asset tagging, inventory tracking, and weekly reporting on equipment inflows/outflows.
• Coordinate with vendors for repairs or replacements of malfunctioning equipment.
• Ensure support activities comply with IT policies, security standards, and SLAs.
• Participate in rotational on-call support (including nights/weekends).

Requirements

• 5–7 years of IT experience in desktop or end-user support.
• Hands-on experience with Office 365 troubleshooting and administration.
• Strong knowledge of Windows 10/11 and macOS platforms.
• Experience imaging and deploying devices (Windows Autopilot, Intune preferred).
• Familiarity with networking fundamentals (TCP/IP, DHCP, DNS, VPN, Wireless).
• Experience in productivity tools (Word, Excel, PowerPoint, Outlook).
• Strong organizational skills with ability to prioritize multiple tickets and requests.
• Excellent interpersonal and customer service skills with a problem-solving mindset.
• Experience working in a help desk or call center environment preferred.
• Certifications (MCP, CompTIA A+, ITIL Foundation) preferred.