IT Support Engineer

Kraft & Kennedy; San Francisco (CA); On-site; USD 95,000 - 110,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

HSA

Life insurance

Long-term disability insurance

401k with company match

Phone reimbursement

Paid time off

Job summary

Kraft Kennedy's Support Practice Group in San Francisco, CA seeks an on-site, full-time IT support professional.

You will work with a diverse team to deliver front-line helpdesk services for one local client and remote support for nationwide clients, using standard ticketing systems and monitoring tools. The role emphasizes problem solving, collaboration, and service excellence.

Join a team that values balance, professional growth, and a wide range of certifications and client environments.

Qualifications

• Minimum five years of helpdesk support with on-site experience.
• Bachelor’s Degree in IT or related field or at least 6 years of related work experience in lieu of a degree.
• Minimum one year of Managed Service Provider experience.
• Microsoft certifications and/or related technical certifications are strongly preferred.
• Very organized and detail oriented with strong follow-up.
• Experience with Windows 11 desktops and document management systems.

Responsibilities

• Provide on-site full-time support to one client located in San Francisco, CA.
• Provide remote support to nationwide clients using standard remote connections and ticketing system.
• Assist clients and IT staff with a broad range of issues including servers, virtualization, SAN, networking, and security.
• Escalate issues and coordinate with third-party vendors and team members.
• Perform Root Cause Analysis on complex client issues for one-time resolution.
• Contribute to internal projects to facilitate SPG growth.
• Participate in an on-call rotation.

Skills

Strong customer service and comms

Education

Bachelor’s Degree in IT or related field / 6 years experience in lieu of degree

Tools

Microsoft certifications

Job description

The Support Practice Group of Kraft Kennedy is seeking applicants for an on-site full-time position in San Francisco, California, with the following schedule.

Monday through Friday, 8:30am to 5:30pm Pacific

Overview

The Support Practice Group (“SPG”) is a large and growing group of diverse technical staff providing a broad range of technology support in various industry verticals as part of Kraft Kennedy’s Managed Services offering.

This position reports to a Team Leader and will work closely with co‑workers, senior technical staff and other support staff in this collaborative, highly active, engaging environment. Make a difference for our clients and grow your technical skills in the process.

Roles and Responsibilities

• Provide on‑site support full time to one client located in San Francisco, CA
• Provide remote support to our geographically diverse nationwide clients using industry standard remote connections, internal ticketing system, monitoring consoles and more at other times.
• Provide periodic support to our clients located in San Francisco, CA and the surrounding area.
• Assist both client end users and IT staff with a broad range of computer application problems, server issues, virtualization, SAN, networking issues, security issues and more.
• Escalate issues and interact closely with third‑party vendors and other team members helping manage the resolution of complex client issues.
• Initiate and perform Root Cause Analysis (RCA) on more complex client issues for one‑time resolution.
• Contribute to special internal facing projects, as assigned, to facilitate the growth of the Support Practice Group.
• Participate in an on‑call rotation.

The base pay for this position has a salary range of $95,000 to $110,000. The actual salary offer will take into account a wide range of factors including the individual’s qualifications, experience as well as location. In addition, certain positions are eligible for bonuses or commissions.

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer.

Qualifications

• Strong customer service and communication skills.
• Minimum of five years of helpdesk support with on site experience.
• Bachelor’s Degree in IT or related field or a minimum of 6 years of related work experience in lieu of a degree.
• Minimum one year of Managed Service Provider experience.
• Microsoft certifications and/or related technical certifications are strongly preferred.
• Very organized and detail oriented, with a high degree of accuracy and follow up.
• Strong problem solving and technical troubleshooting skills.
• Experience with document management systems preferred.
• Some combined industry experience with Windows 11 desktops.
• Experience working in a law firm IT department.

Why join us?

• Family oriented team environment with strong emphasis on work life balance
• Medical, dental, HSA, life and long‑term disability insurance
• 401k with company match
• Phone reimbursement
• Holidays/vacation/sick days

Kraft Kennedy is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status or any other characteristic protected by law.