IT Engineer (San Francisco)

FieldGuide IT; San Francisco (CA); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

4% company 401(k) contribution

Fully paid health insurance, 90% paid

Flexible PTO and remote-friendly 25%

Career growth opportunities

Anniversary bonus and gear stipends

Training and leadership support

Office environment with team culture

Job summary

FieldGuide IT, a people-first IT services provider, seeks an IT Engineer to deliver hands-on support across client sites in the Bay Area. You’ll handle Mac and Windows troubleshooting, hardware/software deployment, imaging, and on-site visits, all while maintaining security best practices.

You’ll join a tight-knit team that emphasizes documentation, people-centric service, and collaboration with internal groups.

Qualifications

• Experience troubleshooting or supporting complex products and technology
• Excellent service mindset and problem-solving attitude
• Comfortable in macOS and Windows environments
• Curious, detail-oriented, and able to troubleshoot non-routine issues
• Strong written and verbal communication; translate technical issues for non-technical clients
• Team player with thorough documentation habits and collaborative approach

Responsibilities

• Provide on-site IT support across Bay Area client offices
• Troubleshoot Mac and Windows issues and configurations
• Deploy and configure hardware and software; imaging and enrollment
• Maintain networks and conference room AV systems
• Document knowledge to help teammates and prevent guessing
• Apply security-focused approach to all requests and incidents
• Collaborate with cross-team projects and stakeholders
• Work from the South San Francisco office with flexible schedule

Skills

Mac & Windows

Customer service

Documentation

Security awareness

Team collaboration

Problem solving

Written communication

Tools

Okta

Jamf

NinjaOne

CrowdStrike

Job description

FieldGuide IT is a people first, technology second, IT services provider. Companies across the US, big and small, rely on FieldGuide for IT strategy and support. We've replaced the old stereotype of the unapproachable "IT guy" with a team that's genuinely passionate about people, and hungry to share what we know about technology in a way that's patient, humble, and innovative.

The Role

As an IT Engineer, you'll be the hands-on technical problem solver our clients count on, and the person they're relieved to see walk through their door. Your core focus is troubleshooting: the tickets that don't resolve themselves, the machine that worked yesterday and doesn't today, the conference room that won't connect twenty minutes before a board meeting. You'll work across an interesting mix of client environments, digging into Mac and Windows problems that the easy fixes don't solve, deploying and configuring hardware and software, and keeping office networks and AV running the way they should. You'll also provide scheduled and ad-hoc onsite IT support to our Bay Area clients. Through it all, you'll be part of a tight-knit team that leans on each other, documents everything, and treats technology as a way to help people, not replace them.

What You'll Do

• Solve problems for real people. Take on whatever comes your way and cater your assistance to the person in front of you, whether that's a software developer, a paralegal, or a CEO. Deliver standout support through our ticketing system while championing our PEOPLE FIRST mission.
• Troubleshoot Mac and Windows. Work past the reboot and into the actual cause: configuration profiles that won't apply, machines that won't join or rejoin the domain, FileVault and BitLocker lockouts, failed OS upgrades, VPN and DNS weirdness, peripherals and printers that refuse to cooperate, and the occasional Chromebook.
• Deploy and configure. Upgrade, install, and configure hardware and software: imaging and enrolling devices, pushing applications through an MDM, and setting people up so their tools work the way they expect.
• Keep networks humming & conference rooms running. Maintain and upgrade networks and servers, ensure connectivity across client offices, and make sure the AV in every conference room works on the first try, not the third.
• Know the stack, then document it. Get deeply familiar with the tools your clients rely on and stay current as those technologies evolve, then write clear, detailed documentation that gives your teammates a roadmap instead of a guessing game.
• Keep security top of mind. Treat every request as a security decision, and recognize and respond to threats when they surface, from phishing reports to endpoint alerts.
• Show up in person. On a scheduled and ad-hoc basis, provide on-site support at client offices across the Denver/Boulder area, troubleshooting whatever comes up alongside your FieldGuide team. Some of this work runs several days at a time: network installs, office build-outs, and AV installs.
• Partner across teams. Collaborate on projects with our xBoarding and Programs & Strategy teams, bringing the technical depth to work that's bigger than any one ticket.
• Work where it matters most. Based out of our South San Francisco office on a time-flexible Monday-Friday schedule, with very infrequent weekend availability.

Who You Are

• You bring 1-3 years of experience troubleshooting or supporting complex products and technology, or equivalent education.
• You're passionate about service, and you feel your best when you help people solve their problems.
• You're genuinely comfortable in both macOS and Windows, and you can talk through how you'd actually chase down a problem in either one.
• You're curious. You enjoy solving problems and puzzles, and you have a knack for troubleshooting things that don't work as expected.
• You have outstanding written and verbal communication skills, and you use them to translate very technical issues in a way that non-technical clients easily understand.
• Teamwork comes naturally to you, and you show it by leaving detailed paper trails of documentation; you lean on your team when you run out of resources and you're eager to return the favor.
• You keep your composure in the occasional stressful, high-stakes situation.
• You understand that holding the keys to so many castles is an enormous responsibility, so you view every request through a security lens and default to the lowest level of access necessary to get the job done.
• You thrive in an energetic, nurturing, constantly evolving environment where everyone is invested in building a great place to work.
• You know that being right isn't the same as being helpful. You set your ego aside and focus on solving the person's problem, not winning the point.

Bonus Points If You Have Experience With

• Collaboration & productivity suites - Microsoft 365, Google Workspace Admin, Slack Admin
• Identity & access management - Okta, JumpCloud, Rippling, 1Password, Lastpass, Bitwarden
• Device management (MDM) - Addigy, NinjaOne, Hexnode, Jamf, Kandji
• Security & compliance - CrowdStrike Falcon, Drata, Vanta
• Networking & conferencing hardware - Ubiquiti UniFi, Cisco Meraki, Logitech
• Cloud, dev & business platforms - AWS, GCP, GitHub, Salesforce, HubSpot

Compensation & Benefits

FieldGuide is a young company ready to offer competitive pay and benefits. Salary depends on experience, but will likely start in the 80-100k range, plus variable compensation based on team performance. If you're more experienced, we're happy to discuss increased salary and title. Additional benefits include:

• 4% company 401(k) contribution
• Fully paid health insurance; 90% paid vision and dental
• Flexible PTO and a flexible schedule, including the option to work from home roughly 25% of the time
• Career growth opportunities at a fast-growing company
• An annual anniversary bonus and equipment/gear stipends
• Hands-on training with an equitable ramp-up period
• Team outings, lunches, snacks, and plenty of support and face time from leadership
• A kick-ass office

FieldGuide provides fair and impartial consideration to all applicants without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.