Senior IT Support Specialist - San Francisco

HOK Group, Inc.; San Francisco (CA); On-site; 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

Medical, dental, and vision coverage

Mental wellness resources

Life and AD&D coverage

Disability benefits

Parental leave and fertility coverage

401(k) with company match

Job summary

HOK in San Francisco is seeking a Senior IT Support Specialist to join our Advanced Technology Group. This is a 100% in-office role (Monday-Friday) with hands-on work across desktop support, infrastructure, and specialized equipment like 3D printers.

The ideal candidate will provide Tier 2 technical support, manage hardware/software installations, and assist with IP phone systems and remote access challenges. A Bachelor's degree and 5+ years IT support experience are preferred.

Qualifications

• Bachelor's degree or equivalent education/experience.
• 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.

Responsibilities

• Provide Tier 2 technical support for computer systems and peripherals.
• Oversee daily performance of computer system issues and escalate as needed.
• Verify and set up employee hardware/software.
• Maintain and audit account and inventory records.
• Perform hardware/software repairs and sustain inventory records.
• Diagnose issues via manuals and user input.
• Refer major issues to vendors or managers.
• Train users on hardware/software usage.
• Recommend system improvements to supervisors.
• Support IP phone systems and mobile/peripherals (Tier 2+).
• Participate in after-hours and weekend support.
• Champion sustainable work practices and green culture.

Skills

PC hardware

Microsoft networking

Remote access

Troubleshooting

Customer service

Education

Bachelor's degree or equivalent

Tools

Helpdesk systems

Microsoft / Cisco certifications

Job description

HOK is a collective of future-forward thinkers and designers who are driven to face the critical challenges of our time. We are dedicated to improving people's lives, serving our clients and healing the planet. Together, we cultivate a culture of design excellence at the confluence of art and science, blending the power of creative expression with a clear sense of purpose.

HOK is a global design, architecture, engineering, and planning firm consistently recognized as a leader in innovation and impact. We're proud to be ranked the #1 A/E firm by Architectural Record, named one of TIME Magazine's Most Influential Companies, and recognized by Fast Company as one of the Most Innovative Companies.

We're currently seeking a full-time Senior IT Support Specialist to join our Advanced Technology Group in our beautiful San Francisco office. This is a 100% in-office role (Monday-Friday) and ideal for someone who enjoys hands-on work across a broad range of technology, from traditional desktop support to infrastructure and specialized equipment like 3D printers.

What will this person do?

This role provides Tier 2 technical support and ensures the smooth operation of computer systems and peripheral equipment across the firm. Responsibilities include:

• Monitoring the helpdesk inquiries and resolving software/hardware issues in a timely manner.
• Overseeing the daily performance of computer system problems and escalates or corrects issues as necessary.
• Verifying the employee equipment is set up correctly including hardware and software installation.
• Maintaining and verifying the accuracy of account and inventory records and take remedial action as needed.
• Performing intermediate hardware/software repairs and maintaining inventory records.
• Diagnosing technology issues through manuals and user interaction.
• Referring major issues to vendors or managers.
• Training users on hardware/software usage.
• Recommending system improvements to supervisors.
• Supporting IP phone systems (Tier 2) and mobile/peripheral devices (Tier 2+).
• Participating in after-hours and weekend helpdesk support.
• Championing sustainable work practices and fostering a green workplace culture.

Who is the ideal candidate?

The ideal candidate for this role will be eager to provide top-tier, white glove customer service to our internal clients and stakeholders. They should have advanced knowledge in PC components and an intermediate understanding of Microsoft networking protocols.

What other skills and education are required?

• 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.

At HOK, you'll be part of a collaborative and forward-thinking environment where technology is integral to design innovation. If you're ready to make an impact and grow your career within a world-class organization, we'd love to hear from you.

Compensation is based on experience, qualifications, education and location. The reasonably expected salary range for this position is $82,000-$92,000 per year.

#LI-BH1

Many of our roles require the use of specific software. Please refer to the Required and Preferred Software & Skills for details. HOK invests in its people and communities, supporting both personal and professional growth through every stage of life. At HOK you'll have a hybrid work environment, 10 paid holidays (including 2 floating holidays) and a minimum of 4 weeks of paid time off with a cash out option. HOK offers comprehensive medical, dental, and vision coverage, free mental wellness resources, life and AD&D coverage and short and long-term disability benefits. HOK supports your growing family by offering 4 weeks of paid parental leave and fertility coverage. HOK helps to fund your future financial needs with matching contributions to our 401(K) plan which includes a well-rounded investment menu as well as free guidance on retirement planning. Wherever you are in your career, HOK provides opportunities to learn, develop and utilize your skills. Continued learning is promoted through financial support and study prep for licensure exams, CEU credit opportunities, mentorship programs, and paid professional memberships. To learn more about designing your career with HOK, explore our current job openings.

HOK is an EOE, including disability/vets.