Desktop Support Technician

GDR Group; Palo Alto (CA); On-site; USD 24,796 - 27,552; Full time

Benefits offered by this job

Paid holidays

401(k) plan

Medical and dental insurance

Structured onboarding and training

Job summary

A leading IT support firm in Palo Alto is seeking a Desktop Support Technician to provide timely technical support for hardware and software issues. This role involves assisting users, maintaining accurate records of hardware assets, and delivering exceptional customer service. The ideal candidate will have 1-2 years of experience in a helpdesk environment and possess strong communication and troubleshooting skills. Join a supportive team culture that values work-life balance and innovative technology.

Qualifications

• 1–2+ years in a desktop support or corporate helpdesk environment preferred.
• Technically inclined and eager to learn new tools and platforms.
• Clear and concise communicator with the ability to explain technical concepts.

Responsibilities

• Provide timely support for hardware and software issues.
• Deliver prompt and courteous user support via ticketing systems.
• Maintain accurate records of hardware assets.

Skills

Technical support

Customer service

Troubleshooting

Communication

Job description

Overview

We are seeking a highly motivated Desktop Support Technician with strong technical skills and a passion for providing outstanding customer service. The ideal candidate is proactive, detail-oriented, and thrives in a fast-paced environment. You will be part of a supportive IT team focused on delivering reliable technology solutions and exceptional user experiences.

Pay range: $18 - $20 per hour

Key Responsibilities

Technical Support

• Provide timely support for hardware and software issues for both Windows and Mac environments
• Troubleshoot remotely using VNC and KVM switch
• Reimage systems, install OS and standard software (onsite and remote)
• Coordinate warranty support with Dell and schedule onsite service when needed
• Resolve common technical issues, including:
  • Network connectivity
  • System crashes/blue screens
  • Printing problems
  • Virus removal
• Basic administration and troubleshooting of:
  • DHCP / DNS
  • Active Directory
  • VPN and remote access tools
  • Windows domain account issues
  • Wireless connectivity and hotspots
• Collaborate with the network team on basic troubleshooting tasks
• Provide Tier 1 support for Google Workspace, MS Office, Box, Logitech video systems, and Zoom
• Perform basic mobile device management including deployment, collection, inventory, and reset/wipe procedures

Customer Service

• Deliver prompt and courteous user support via:
  • Wolken ticketing system (incident resolution and device lifecycle tasks)
  • Google Chat and Gmail (Outlook familiarity is a plus)
  • Zoom Calling and Zoom video conferencing
• Maintain a positive user experience with clear communication and professionalism

Asset & Inventory Management

• Maintain accurate records of hardware assets
• Ensure timely deployment, collection, and tracking of end-user devices

Special Projects & Additional Duties

• Assist with software and process testing and validation
• Create clear, user-friendly technical documentation
• Provide 1:1 or group technical training (remote or in-person)
• Support office signage placement and daily ticket review/assignment tasks
• May require occasional travel to other office locations

Work Schedule & Benefits

• Monday–Friday, 8:00 AM – 5:00 PM (1-hour lunch)
• No weekend or after-hours support expected (exceptions for special projects)
• Benefits include:
  • Paid holidays, vacation, and sick leave
  • 401(k) plan
  • Medical, dental, and vision insurance
  • Structured onboarding and training
  • Modern workspaces and innovative technology
  • Supportive, team-oriented culture with strong work-life balance

Work Location Flexibility

• This position primarily supports users at a designated client office but may also be assigned to provide onsite support at other client locations within the same city or region when business needs require it.

Travel Expectations

• Travel for this role is rare and only occurs on a limited, as-needed basis for special projects or during acquisition-related transitions.

Requirements

Qualifications

• 1–2+ years in a desktop support or corporate helpdesk environment preferred
• Technically inclined and eager to learn new tools and platforms
• Clear and concise communicator with the ability to explain technical concepts to non-technical users
• Familiar with Windows 10/11; Mac OS experience is a plus
• Skilled in teamwork and conflict resolution in a professional setting
• Self-starter with strong follow-through and attention to process
• Able to work independently while following team procedures and protocols