IT Technician

Packet6 LLC; San Francisco, Northern (CA, KY); Hybrid; USD 85,962,000 - 108,886,000; Full time

Job summary

Packet6 LLC is a hybrid, remote-first IT support role based in the San Francisco Bay Area. You’ll primarily work from home and visit client sites across the Bay Area a few days a week, with some same-day onsite support as needed.

You’ll be the day-to-day IT presence for a family office client, handling user support, device setup, and routine maintenance under the direction of the Technical Operations Manager. This is a growth-focused role with hands-on networking and security exposure.

Qualifications

• You're the face of Packet6 for a client who expects white-glove service.
• You'll set expectations directly with client contacts, give realistic timelines, and own the outcome, not just the ticket.
• This work has pressure. Things break at inconvenient times and people look to you.

Responsibilities

• Serve as the first point of contact for IT support requests from client staff across all sites.
• Triage and resolve help desk tickets in Jira: account issues, application problems, email and calendar support, and hardware incidents.
• Set up, configure, and deploy workstations, laptops, iPads, iPhones, and other end-user devices.
• Perform device enrollment and profile management using our MDM platforms (Kandji/Iru and NinjaOne).
• Manage user accounts, passwords, and access permissions in Google Workspace and Okta.
• Support users across Google Workspace (Gmail, Drive, Calendar, Shared Drives).
• Troubleshoot Wi-Fi and network connectivity issues at client sites, and grow into hands-on network work over time.
• Perform basic hardware maintenance, repairs, and replacements (laptops, monitors, printers, peripherals).
• Travel between client sites in the Bay Area to provide onsite support as needed.
• Coordinate with outside vendors (cabling, electrical, ISPs) on scheduled work and issue resolution.
• Maintain accurate records of support activity in Jira and flag recurring issues.

Job description

Packet6 | Hybrid (remote-first with regular onsite visits) | San Francisco Bay Area | $30-$38/hr

This is a hybrid role. You'll work primarily from home and handle most support requests remotely, and you'll be onsite at client sites across the Bay Area on a recurring basis, typically a few days a week. Some of that onsite work is planned in advance. Some of it is same-day, because a client needs hands on a problem now. Comfort with both deep-focus solo work and showing up in person, calmly, when it counts is essential.

You’ll be the day-to-day IT presence for one of our clients, a family office with multiple sites across the Bay Area. You'll handle user support, device setup, network troubleshooting, and routine system maintenance under the direction of the Technical Operations Manager.

About the Role

Packet6 is looking for a dependable, people-focused IT Technician to be the dedicated resource for this client. You'll report to the Technical Operations Manager and work closely with the Packet6 engineering team.

Most of your day is spent responding to user requests, setting up devices, working in cloud and MDM platforms, and resolving day-to-day IT issues remotely. The rest is onsite: site visits, network work, hardware, and being the face people see when something breaks.

This is a strong role for someone building their IT career who wants broad, hands-on exposure in a dynamic, multi-site environment, and who is genuinely eager to grow into deeper technical work. Our engineers like to teach, and there's real networking, security, and infrastructure work here to grow into. This is not a role where you close a ticket and hand off anything hard. You'll own more than you might expect.

What This Role Really Asks of You

We lead with hospitality, not just technology. For this client, that's the actual job, so we want to be honest about what it takes:

• You're the face of Packet6 for a client who expects white-glove service. That means staying calm, warm, and reliable even when something's broken, someone's frustrated, and the answer isn't obvious yet.
• You'll set expectations directly with client contacts, give realistic timelines, and own the outcome, not just the ticket.
• This work has pressure. Things break at inconvenient times and people look to you. We need someone who stays steady, communicates clearly, and treats the hard moment as the one that matters most.
• You'll work independently a lot. Nobody's hovering. That freedom is great if you're self-directed, and hard if you need constant structure. Know which one you are.

If that sounds like the kind of work you'd be proud to do well, keep reading.

Day-to-Day Responsibilities

• Serve as the first point of contact for IT support requests from client staff across all sites
• Triage and resolve help desk tickets in Jira: account issues, application problems, email and calendar support, and hardware incidents
• Set up, configure, and deploy workstations, laptops, iPads, iPhones, and other end-user devices
• Perform device enrollment and profile management using our MDM platforms (Kandji/Iru and NinjaOne)
• Manage user accounts, passwords, and access permissions in Google Workspace and Okta
• Support users across Google Workspace (Gmail, Drive, Calendar, Shared Drives)
• Troubleshoot Wi-Fi and network connectivity issues at client sites, and grow into hands-on network work over time (see below)
• Perform basic hardware maintenance, repairs, and replacements (laptops, monitors, printers, peripherals)
• Travel between client sites in the Bay Area to provide onsite support as needed
• Coordinate with outside vendors (cabling, electrical, ISPs) on scheduled work and issue resolution
• Maintain accurate records of support activity in Jira and flag recurring issues