Helpdesk Support

Prosum; San Francisco (CA); On-site; USD 62,000 - 69,000; Full time

Job summary

Prosum seeks a Senior Desktop Support Technician to deliver hands-on IT support in a fast-paced corporate environment in San Francisco. The role serves as a senior escalation resource for complex end-user issues, covering desktops, mobile devices, AD, connectivity, and related workplace tech.

The ideal candidate brings 5+ years of desktop support experience, strong customer service, and the ability to work independently while coordinating with IT teams for cross-functional resolution.

Qualifications

• 5+ years of desktop support, end-user computing, Level II/III technical support, or related IT experience.
• Experience supporting Windows-based corporate environments.
• Experience with Microsoft Active Directory and user account administration.
• Experience troubleshooting LAN/WAN, VPN, network connectivity, and workstation issues.
• Experience supporting Microsoft Exchange or comparable email administration tools.

Responsibilities

• Serve as a senior escalation point for Level II/III desktop and end-user support issues.
• Troubleshoot Windows workstations, laptops, printers, mobile devices, software, and peripherals.
• Diagnose connectivity issues involving LAN/WAN, VPN, internet access, and corporate networks.
• Administer Active Directory users, groups, permissions, and account changes.
• Support onboarding, workstation setup, and technology access for employees/contractors.
• Provide support for mobile devices and two-factor authentication.
• Install, configure, and troubleshoot workstation hardware and software.
• Support Microsoft Office applications and related enterprise tools.
• Assist with telephony systems and user-related telecommunications issues.
• Manage incidents and requests through a ticketing system with proper documentation.
• Coordinate with IT teams to resolve complex issues.
• Support access changes and user-account activities per security requirements.
• Evaluate new end-user hardware/software and potential impacts.
• Create/maintain technical documentation and procedures.
• Occasional after-hours/on-call support.

Skills

Desktop support

Windows support

Active Directory

Network troubleshooting

IT service management

Customer service

On-call support

Documentation

Telephony systems

Office productivity tools

Education

ITIL v4 certification

CompTIA Network+ certification

Microsoft Exchange administration

Tools

Office 365

Job description

Contract: 6 months

Pay Rate: $45–$50/hour

Overview

We are seeking an experienced Senior Desktop Support Technician to provide hands-on technical support in a fast-paced corporate environment. This position will serve as a senior escalation resource for complex end-user technology issues and will support desktops, mobile devices, user accounts, connectivity, hardware, software, and related workplace technology.

The ideal candidate is highly technical but equally strong in customer service and communication. This person should be comfortable independently troubleshooting complex issues, working directly with employees at all levels of an organization, and coordinating with other IT teams when resolution requires additional expertise.

What You’ll Be Doing

• Serve as a senior escalation point for Level II and Level III desktop and end-user support issues.
• Troubleshoot Windows workstations, laptops, printers, mobile devices, software, and peripherals.
• Diagnose connectivity issues involving LAN/WAN, VPN, internet access, and corporate networks.
• Administer Active Directory users, groups, permissions, and account changes.
• Support employee and contractor onboarding, including workstation setup and technology access.
• Provide support for mobile devices, authentication/two-factor access, and mobile connectivity.
• Install, configure, maintain, and troubleshoot workstation hardware and software.
• Support Microsoft Office applications and related enterprise productivity tools.
• Assist with telephony systems and user-related telecommunications issues.
• Manage assigned incidents and requests through a ticketing system, maintaining accurate documentation through resolution.
• Coordinate with infrastructure, networking, security, and other IT teams to resolve more complex technical issues.
• Support access changes and other user-account activities in accordance with security requirements.
• Evaluate new end-user hardware and software and identify potential impacts to the user environment.
• Create and maintain technical documentation, procedures, and knowledge resources.
• Provide occasional after-hours/on-call support as needed.
• Deliver professional, responsive support to both technical and non-technical users.

What We’re Looking For

• 5+ years of desktop support, end-user computing, Level II/III technical support, or related IT experience.
• Strong hands-on experience supporting Windows-based corporate environments.
• 3+ years of experience with Microsoft Active Directory and user account administration.
• Experience troubleshooting LAN/WAN, VPN, network connectivity, and workstation issues.
• Strong knowledge of Microsoft Office applications and enterprise productivity tools.
• Experience with Microsoft Exchange or comparable email administration tools.
• Experience supporting mobile devices, including iPhones and mobile connectivity devices.
• Working knowledge of telephony systems and user administration.
• Experience working within an enterprise ticketing or IT service management environment.
• ITIL v4 certification and CompTIA Network+ certification required.
• Strong troubleshooting and problem-solving skills with the ability to independently work through complex technical issues.
• Excellent customer service and communication skills, including the ability to explain technical concepts to non-technical users.
• Strong documentation, organization, and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.

Additional Requirements

• Must be able to work onsite in San Francisco five days per week.
• Must meet applicable work authorization requirements.
• Ability to participate in after-hours/on-call support when needed.
• Must be able to lift and move IT equipment weighing up to approximately 50 pounds.
• Position may require standing, walking, bending, kneeling, and reaching while installing or troubleshooting equipment.
• Employment is subject to applicable background screening requirements.