Hybrid Desktop Support Engineer - IT Specialist, Arts Org

San Francisco Symphony; San Francisco (CA); Hybride; USD 84 000 - 92 000; Plein temps

Résumé du poste

The San Francisco Symphony seeks a Desktop Support Engineer to provide responsive, customer-focused IT support across the organization. You will serve as the primary contact for daily IT operations, handling Tier 1 and Tier 2 requests, provisioning workstations, and enforcing security standards.

You will manage onboarding/offboarding, support Windows and macOS, and collaborate with vendors while creating clear documentation for staff and IT teams.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or commensurate practical experience.
• Three or more years of hands-on experience in desktop support, helpdesk, endpoint support, or a related technical support role.
• Advanced knowledge of Windows 11 and macOS environments, including OS installation, configuration, patching, and troubleshooting.
• Demonstrated ability to manage helpdesk ticketing queues, prioritize requests based on urgency and business impact, and meet SLAs.
• Hands-on experience with endpoint management/MDM platforms, imaging tools, remote desktop support software, and hardware asset inventory systems.
• Familiarity with identity and access management (IAM), multi-factor authentication (MFA), Microsoft 365 administration, and standard endpoint security practices.

Responsabilités

• Serve as the primary point of contact for incoming helpdesk requests, triaging and resolving Tier 1 and 2 tickets per IT SLAs.
• Configure, image, deploy, and maintain Windows and macOS computers, mobile devices, printers, VOIP phones, and peripherals.
• Manage onboarding workflows including user provisioning, equipment setup, and staff orientations.
• Manage offboarding workflows including deprovisioning accounts and returning equipment.
• Administer and troubleshoot Microsoft 365 services (Exchange Online, SharePoint Online, Teams) and IAM/SSO configurations.
• Monitor endpoint security alerts, patch compliance, OS upgrades, and antivirus health.
• Maintain accurate hardware, software, license, and asset inventories.

Connaissances

Customer service

Communication

Problem solving

Time management

Empathy

Formation

Bachelor’s degree in Computer Science/Information Technology or commensurate experience

Outils

Windows 11

macOS

MDM platforms

Imaging tools

Remote desktop

IAM

MFA

Microsoft 365

Description du poste

The San Francisco Symphony seeks a Desktop Support Engineer to provide responsive, customer-focused IT support across the organization. You will serve as the primary contact for daily IT operations, handling Tier 1 and Tier 2 requests, provisioning workstations, and enforcing security standards.

You will manage onboarding/offboarding, support Windows and macOS, and collaborate with vendors while creating clear documentation for staff and IT teams.