Senior IT Support Specialist — Hands-On Tier 2 Champion

HOK; San Francisco, Northern (CA, KY); Hybrid; USD 82,000 - 92,000; Full time

Benefits offered by this job

Hybrid work environment

10 paid holidays

4 weeks paid time off with cash out

Comprehensive medical, dental, vision

Parental leave + fertility coverage

401(k) with employer match

Job summary

HOK in San Francisco, CA, seeks a Senior IT Support Specialist to join the Advanced Technology Group in a 100% in‑office role. You will provide Tier 2 technical support across desktop, infrastructure, and specialized equipment, ensuring smooth operation and strong customer service for internal clients.

We value hands-on problem solving, experience with electronic helpdesk systems, and knowledge of PC hardware and Microsoft networking.

Qualifications

• Bachelor’s degree or equivalent education/experience.
• Minimum of 5 years’ experience in IT support.
• Experience with electronic helpdesk systems.
• Microsoft and/or Cisco certifications preferred.
• Exposure to scripting languages and telecommunications systems.
• Familiarity with remote access technologies.
• Proficiency in Microsoft Office.
• Strong organizational skills and attention to detail.
• Effective verbal and written communication on technical matters.

Responsibilities

• Provide Tier 2 technical support across desktop, infrastructure and peripheral devices.
• Monitor helpdesk inquiries and resolve software/hardware issues quickly.
• Verify equipment setup including hardware and software installation.
• Maintain account and inventory records with accuracy.
• Perform hardware/software repairs and update inventory.
• Diagnose technology issues via manuals and user interaction.
• Escalate major issues to vendors or managers.
• Train users on hardware/software usage and best practices.
• Recommend system improvements to supervisors.
• Support IP phone systems and mobile/peripherals (Tier 2+).
• Participate in after-hours and weekend helpdesk support.
• Champion sustainable work practices and green culture.

Skills

PC hardware

Microsoft networking

Customer service

Communication skills

Scripting exposure

Remote access tools

Education

Bachelor’s degree or equivalent

Tools

Helpdesk software

Office 365

Job description

HOK in San Francisco, CA, seeks a Senior IT Support Specialist to join the Advanced Technology Group in a 100% in‑office role. You will provide Tier 2 technical support across desktop, infrastructure, and specialized equipment, ensuring smooth operation and strong customer service for internal clients.

We value hands-on problem solving, experience with electronic helpdesk systems, and knowledge of PC hardware and Microsoft networking.