IT Helpdesk Technician

Xona; Burlingame (CA); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Xona, located in Burlingame, California, is seeking a Helpdesk Technician (Tier 1 & Tier 2) to enhance technical support across the organization. This role serves as the first point of contact for IT assistance and focuses on solving technical challenges in a hybrid Windows, Linux, and cloud-based environment.

The ideal candidate should possess at least 2 years of experience in IT Helpdesk and strong communication skills, working collaboratively with the IT team to improve overall support efficiency and ensure a seamless technology experience for employees.

Qualifications

• Minimum 2 years of experience in IT Helpdesk or Desktop Support.
• Strong troubleshooting and diagnostic skills across hardware and software.
• Experience in supporting Windows environments including Active Directory.

Responsibilities

• Serve as the primary point of contact for IT support requests.
• Troubleshoot hardware, software, and networking issues.
• Create and maintain internal documentation and knowledge base articles.

Skills

Troubleshooting skills

Diagnostics skills

Communication skills

Organizational skills

Customer service mindset

Tools

Microsoft Entra ID (Azure AD)

PowerShell

Bash

Microsoft Intune

Linux

Job description

Overview

We're looking for a Helpdesk Technician (Tier 1 & Tier 2) to provide exceptional technical support across our growing organization. You'll be the first point of contact for employees seeking IT assistance, supporting a hybrid Windows, Linux, and cloud-based environment while helping ensure a seamless technology experience for the entire company.

Working closely with our System Administrator, Network Engineer, and broader IT team, you'll troubleshoot hardware, software, networking, and identity-related issues, escalate complex problems when appropriate, and help improve internal IT operations as we continue to scale. This role is ideal for someone who enjoys solving technical challenges, providing outstanding customer service, and creating a positive support experience for employees in a fast-paced startup environment.

What You\'ll Do

• Serve as the primary point of contact for employee IT support requests, delivering timely Tier 1 and Tier 2 technical assistance.
• Provide exceptional customer service by delivering friendly, responsive, and professional technical support to employees across the organization.
• Troubleshoot and resolve hardware, software, operating system, networking, and account-related issues across Windows, Linux, and cloud environments.
• Clearly communicate technical concepts to non-technical users, setting expectations and providing updates throughout the support process.
• Manage employee onboarding and offboarding, including laptop provisioning, account creation, permissions, software deployment, and documentation.
• Deploy, configure, maintain, and troubleshoot company laptops, desktops, peripherals, and mobile devices.
• Own IT asset inventory, lifecycle management, and equipment tracking to ensure accurate records and compliance.
• Manage and prioritize the IT ticket queue based on business impact, urgency, and service-level expectations.
• Create and maintain internal documentation, troubleshooting guides, and knowledge base articles to improve support efficiency.
• Assist with endpoint management, software deployments, system updates, and basic automation using PowerShell and Bash.
• Partner with the broader IT team on infrastructure improvements, security initiatives, and ongoing technology projects.
• Continuously identify opportunities to improve the employee IT experience, streamline support processes, and enhance overall IT service delivery.

Required Qualifications

• 2+ years of experience in IT Helpdesk, Desktop Support, or Technical Support within a small to mid-sized organization.
• Strong troubleshooting and diagnostic skills across hardware, operating systems, software, and user account management.
• Experience supporting Microsoft Windows environments, including Microsoft Entra ID (Azure AD) and/or Active Directory.
• Working knowledge of Linux operating systems and basic Linux administration.
• Basic scripting experience with PowerShell and Bash for troubleshooting and automation.
• Excellent interpersonal and communication skills, with the ability to support both technical and non-technical employees.
• Strong organizational and time management skills, with the ability to prioritize multiple requests in a fast-paced environment.
• A collaborative, customer-first mindset with a passion for helping others succeed.

Preferred Qualifications

• Industry certifications such as CompTIA A+, Network+, Cisco CCNA, or similar.
• Experience supporting macOS environments.
• Experience with Microsoft Intune or other Mobile Device Management (MDM) solutions.
• Familiarity with identity and access management, endpoint security, and device compliance.
• Experience working in a high-growth startup or rapidly scaling technology company.
• Experience with IT ticketing systems, knowledge base platforms, and IT asset management tools.

For U.S. Roles: To comply with U.S. Government space technology export regulations, applicant must be a U.S. citizen, lawful permanent resident of the United States (i.e. Green Card holder), or other protected individual as defined by 8 U.S.C. 1324b(a)(3).

For U.K. Roles: To comply with U.K. regulations, this role requires Baseline Personnel Security Standard (BPSS) checks, and successful candidates must be eligible to obtain UK Security Clearance (SC).

For Canada Roles: Successful candidates must obtain and hold a security clearance at the reliability status level, and pass security assessment for the Canadian Controlled Goods Program (CGP) and ITAR.

We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.