Senior Desktop Support Technician

cainwattersassociates; San Francisco (CA); Hybrid; USD 42,705 - 55,104; Full time

Benefits offered by this job

Medical insurance

HSA contributions

Disability & life insurance

Dental & Vision

Unlimited PTO

Holidays

401k

Professional dues

Education resources

Parental leave

Fitness programs

Job summary

Cain Watters & Associates is seeking a Senior Desktop Support Technician in San Francisco to provide expert end-user support, manage desktop hardware/software, and mentor junior staff. You will handle on-site and remote issues, maintain documentation, and ensure security throughUp-to-date configurations and MFA guidance.

The role requires strong customer service, analytical thinking, and clear communication.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field; equivalent experience considered.
• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Modern Desktop Administrator are preferred.
• Experience with Windows 11, Microsoft Office, and cloud-based platforms like Microsoft 365/Azure.
• Experience with IT ticketing, incident, change, project, and asset management tools.
• Proven ability to lead cross-functional IT projects and collaborate with other IT teams.

Responsibilities

• Serve as technical lead for desktop support initiatives, including hardware/software rollouts and upgrades.
• Mentor and train junior IT staff to enhance team capabilities.
• Contribute to IT policies, procedures, and best practices.
• Achieve and maintain SLA targets for response and resolution times.
• Ensure high user satisfaction through timely support.
• Manage user profiles and secure access to systems and applications.

Skills

Customer service focus

Analytical skills

Communication skills

Education

IT/CS degree or equivalent

CompTIA A+

ITIL Foundation

Modern Desktop Administrator

Tools

Windows 11

Microsoft 365

Azure

Office 365

Job description

Summary/Objective

Reporting to the IT Director of Infrastructure, the Senior Desktop Support Technician is responsible for delivering exceptional technical support, resolving hardware and software issues, and enhancing end-user experiences across the organization. This role collaborates closely with the IT team to ensure seamless technology operations and supports a dynamic, fast-paced work environment.

Essential Functions

1. Promptly address and resolve end-user service requests via ticketing systems, email, or in-person support.
2. Diagnose and troubleshoot issues related to desktop hardware, operating systems, business applications, and network connectivity to ensure minimal downtime.
3. Configure, maintain, and troubleshoot audio-visual systems for meetings, presentations, and virtual collaboration.
4. Install, update, and patch software/applications to maintain system security and compliance.
5. Create and maintain clear, detailed documentation for processes, procedures, and technical resolutions to support team efficiency and knowledge sharing.
6. Manage hardware and software inventories, ensuring accurate tracking and timely updates to support organizational needs.
7. Provide remote and on-site support, including escalation to higher-tier IT team members for unresolved issues.

Responsibilities and Duties

1. Serve as a technical lead for desktop support initiatives, including hardware and software rollouts and system upgrades.
2. Mentor and train junior IT staff to enhance team capabilities.
3. Contribute to the development of IT policies, procedures, and best practices.
4. Achieve and maintain SLA targets, such as time to respond and time to resolve.
5. Ensure high user satisfaction through timely and effective support.
6. Monitor and respond to IT ticketing system alerts.
7. Configure and manage user profiles, ensuring secure and efficient access to systems and applications.
8. Assist in onboarding new employees by setting up workstations, accounts, and providing initial technology training.
9. Conduct routine maintenance and updates for hardware and software to optimize performance and security.
10. Configure, deploy, and support laptops, thin clients, docking stations, and peripherals to meet user needs.
11. Research emerging technologies and solutions to support IT initiatives and improve operational efficiency.
12. Guide users through setup and troubleshooting of multi-factor authentication to enhance security protocols.
13. Provide user training and create resources to empower employees in using technology effectively.
14. Collaborate with IT security teams to implement and maintain endpoint protection measures, such as antivirus software and encryption.

This job description is not designed to cover or contain a comprehensive listing of essential functions or responsibilities that are required of the employee for this job. Essential functions and responsibilities and activities may change at any time with or without notice.

Education and Experience

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent experience considered.
• Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator are preferred.
• Demonstrated ability to lead cross-functional IT projects and collaborate with other IT teams.
• Exceptional customer service skills with a focus on delivering a positive end-user experience.
• Experience with Windows 11, Microsoft Office, and other common applications.
• Experience with desktop/laptop and peripheral hardware.
• Experience with IT ticketing, incident, change, project, and asset management tools.
• Proficiency with cloud-based platforms such as Microsoft 365 and Azure.
• Self-motivated problem solver with a passion for learning and adopting new technologies.
• Strong ability to interpret technical documentation and apply resources to resolve complex issues.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.
• Proven ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.

Travel

No travel is required for this position.

Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

Must be able to lift up to 30 pounds. This position will require setting up workstations including monitors, computers, laptops, and other hardware as required. It may also require the use of ladders and crawling under desks to provide network connections to equipment.

Position Type and Expected Hours of Work

This is a full-time, non-exempt position. Days and hours of work are Monday through Friday 8:00 a.m. to 5 p.m. Some flexibility in hours and ability to work remotely is allowed based on management’s approval. Periodic evening and weekend hours will be required.

Job Compensation & Benefits

Compensation

Minimum: $31.00/hr - Maximum: $40.00/hr USD

Benefits

• Heavily subsidized medical insurance options
• Generous employer HSA contributions
• 100% employer-paid Short-Term Disability, Long-Term Disability, Accident, Basic Life Insurance, and Telehealth/Virtual Urgent Care/Whole Mental Health
• Dental and Vision plans
• Unlimited PTO
• Organization-paid holidays, including an extended Winter Break
• Safe Harbor 401k Plan
• Employer-paid professional dues, licenses, and renewals
• Continuing Education resources
• Family Planning Assistance Program and Paid Parental Leave
• Subsidized fitness programs

EEO Statement

Cain Watters & Associates is committed to upholding the principles of the Equal Pay and Opportunity Act (EPOA). If you have any concerns regarding compliance with this policy, we encourage you to report them immediately by contacting HR at [e-mail]. Your concerns will be handled with the utmost confidentiality and care.