Desktop Support Specialist

TalentBurst; South San Francisco (CA); Hybrid; USD 55,000 - 69,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Retirement options

Hybrid work arrangement

Job summary

TalentBurst is seeking a Senior Desktop Support Specialist for a 6-month contract in South San Francisco, CA. The role involves onsite and remote IT support for Windows and Mac, with hardware, software, printers, and AV duties. Expect active collaboration with end users and IT teams.

The position requires strong customer service, excellent communication, and the ability to work evenings or weekends if needed. Office 365, Okta, Zoom, and AI platforms experience are pluses.

Qualifications

• Must have strong customer service skills and the ability to explain IT issues in non-technical terms.
• Excellent verbal and written communication skills required.
• Great understanding of computer systems, mobile devices, and technology products.
• Ability to diagnose and resolve basic technical issues and research new ones.
• Proficient in Microsoft Office and Windows/macOS; PC hardware knowledge essential.
• Experience with Office 365 tools (Okta, Zoom, OneDrive, SharePoint) and AI platforms like Anthropic Claude is a plus.
• Team player willing to work evenings/weekends when needed.

Responsibilities

• Provide On-Site Support 4 days a week in South San Francisco, with 1 remote day.
• Handle Level 1 & 2 Service Desk tickets; escalate when needed.
• Document resolutions in ticketing system and follow SLAs.
• Troubleshoot on-site and remotely using diagnostic techniques.
• Create knowledge base articles and end-user guides as needed.
• Assist with automation and deployment of hardware and software.
• Manage system images and security patches per SOP.
• Support Mac and Windows in Office and Lab environments.
• Participate in IT projects and onboarding efforts.

Skills

Customer service

Communication

Problem solving

Time management

Teamwork

Education

IT certifications preferred

Tools

Office 365

Okta

Zoom

OneDrive

SharePoint

MDM

Anthropic Claude

Job description

Title: Desktop Support Specialist
Location: South San Francisco, CA 94080 (Hybrid: 4 Days Onsite, 1 Day Remote)
Duration: 6-month contract
Potential to Extend: Yes
Description:

• We are looking for a Senior Desktop Support Specialist (Contract) to join our team.
• This role focuses on delivering technical assistance and resolving issues related to computer systems, software, and hardware.
• Responsibilities include supporting tablets, computers, mobile devices, printers, and other end-user hardware and software, as well as audio/visual equipment.
• The Specialist will handle client device installation, repairs, and upgrades to ensure optimal performance.
• Support will be provided both in-person and remotely, ensuring timely and accurate resolutions while following all corporate policies and procedures.

Responsibilities:

• Provide On-Site Support 4 days a week in our South San Francisco, CA office, with 1 Day a week remote.
• Complete Level 1 & 2 Service Desk tickets and serve as the point of contact for escalated issues over Slack, email, or in-person
• Utilize the ticketing system to document resolutions and prioritize requests while adhering to deadlines and SLAs
• Consistently and successfully perform on-site and remote troubleshooting through diagnostic techniques and pertinent questions
• Determine and execute the best solution for the issue based on available information and details provided by users
• Create knowledge base articles and end-user documentation as needed
• Identify opportunities for Service Desk automation and assist with implementing solutions
• Properly configure and deploy hardware and software
• Complete projects and tasks
• Perform routine maintenance on computer and IT systems
• Provide support for Mac & Windows systems in both Office and Lab environments
• Assist with remote and in-person onboarding efforts
• Respond to user inquiries promptly and accurately
• Oversee system image management to align with company security guidelines or SOP (standard operating procedure).
• Responsible for the maintenance and creation of software packages & security patches
• Plans and implements system automation as required for better efficiency.
• Identity and Access Management (Account creation and deactivation)
• Participate in IT Projects and team efforts.
• 5+ years of experience as a Service Desk Specialist.

Required:

• Must have strong customer service skills, including the ability to listen, interpret, and explain IT-related issues and concepts in non-technical terms.
• Must have excellent verbal and written communication skills.
• Great understanding of computer systems, mobile devices, and other technology products.
• Ability to diagnose and resolve basic technical issues, as well as research new ones.
• Excellent working knowledge of Microsoft Office Suite, Mac & Windows Operating Systems, & PC hardware.
• Experience working in an Office 365 environment supporting tools like Okta, Zoom, OneDrive, SharePoint, iPhone and Android mobile devices and MDM solutions, and Anthropic Claude and other AI platforms.
• Excellent organizational, communication, time management, problem-solving, and customer-service skills.
• Ability to understand and execute technical manuals, documentation, and guides.
• Team-oriented and available for evening/weekend work when necessary.
• Computer-related qualifications and certifications will be viewed favorably.
• Must be able to lift up to 50 lbs.

Backed by precision, transparency, and results, we connect top talent with leading organizations through trusted partnerships.

• We offer competitive compensation and comprehensive benefits, including medical, dental, vision, and retirement options.

TalentBurst is an equal opportunity employer committed to an inclusive and diverse workforce.