Desktop Support Technician

Yochana IT Solutions Inc.; San Francisco (CA); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Yochana IT Solutions Inc. in San Francisco provides deskside and remote support for Windows and Apple desktops and laptops. The role involves troubleshooting Google Workspace, imaging and deploying devices, and configuring end-user systems to keep staff productive.

You will manage ITSM tickets, assist with onboarding, track assets, and coordinate with vendors. The position requires 5–7 years of end-user support, strong customer service, and a collaborative mindset; on-call duty will rotate

Qualifications

• 5–7 years of IT end-user support experience.
• Hands-on with Office 365 troubleshooting and administration.
• Strong Windows 10/11 and macOS knowledge.
• Experience imaging or deploying devices (Autopilot preferred).
• Familiar with networking basics (VPN, DHCP, DNS).
• Proficient with Word, Excel, PowerPoint, Outlook.
• Excellent customer service and multi-ticket prioritization.

Responsibilities

• Provide deskside and remote support for Windows and macOS devices.
• Troubleshoot Google Workspace and related services.
• Image, deploy, and post-deployment device setups.
• Manage asset tagging, inventory, and reporting weekly.
• Handle incident tickets with ITSM tools; classify, assign, and close.
• Assist onboarding of new hires with accounts and access.
• Coordinate with vendors for repairs.
• Adhere to IT policies, security standards, and SLAs.
• Participate in rotational on-call including nights/weekends.

Skills

IT support experience

Windows 10/11

macOS

Office 365 troubleshooting

Intune/Autopilot

Networking basics

Productivity tools

ITSM troubleshooting

On-call rotation

Customer service

Tools

Office 365 Admin

Intune

Autopilot

VPN

TCP/IP

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.