Service Desk Technician L2 - Mac & Windows Expert

Taleo; San Francisco, Northern (CA, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Taleo in San Francisco is seeking a motivated Help Desk Technician to support Windows and Mac users in a fast-paced corporate environment. You will troubleshoot across chat, phone, and remote sessions and help teammates resolve complex technical issues efficiently.

The ideal candidate has 3+ years in help desk roles, strong communication, and deep familiarity with Slack, Google Workspace, Exchange, and AD. Familiarity with ticketing tools like ServiceNow or Zendesk is a plus, and a passion for

Qualifications

• HS Diploma or GED.
• 3+ years of experience in a Help Desk role w/walk-up service required, VIP support preferred - 80% MacOS support, 20% Windows.
• Strong interpersonal communication skills with a high degree of empathy is a must.
• Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures required.
• Advanced working knowledge of collaboration tools such as Slack, Teams and Google Workspace required.
• Demonstrated knowledge of Microsoft Exchange and/or Google Admin, including a firm understanding of Groups and permissions, is required.
• Knowledge of Windows, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues, is a plus.
• Familiarity with platforms such as ServiceNow, Zendesk, Jira, or Okta preferred.
• Experience in supporting PCs and Windows OS in a commercial or enterprise environment.
• Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment.
• Working knowledge of video collaboration, including tools like Zoom, WebEx, etc.
• Working knowledge of Active Directory and basic AD administration

Responsibilities

• Apply critical thinking to complex user requests and provides as much context and information as possible to deliver the best solutions as quickly as possible
• Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network
• Support user requests and performs remote installations as needed
• Assist remote users with access problems ranging from password resets to network access failures
• Support messaging & calendaring services and content collaboration
• Support issues with mobile devices
• Lead in ticket processes and provides coaching for other technicians when workflow deficiencies are identified
• Attend and participate in weekly team syncs by driving actionable discussions
• Display learning agility by actively seeking answers when technically challenged
• Seek feedback from other Help Desk Technicians to optimize and improve support, while also maintaining a solid understanding of general user support needs and requirements

Skills

Communication

Empathy

Learning agility

Team collaboration

Education

HS Diploma or GED

Tools

Slack

Microsoft Teams

Google Workspace

Microsoft Exchange

Google Admin

ServiceNow

Zendesk

Jira

Okta

Active Directory

Zoom

WebEx

Job description

Taleo in San Francisco is seeking a motivated Help Desk Technician to support Windows and Mac users in a fast-paced corporate environment. You will troubleshoot across chat, phone, and remote sessions and help teammates resolve complex technical issues efficiently.

The ideal candidate has 3+ years in help desk roles, strong communication, and deep familiarity with Slack, Google Workspace, Exchange, and AD. Familiarity with ticketing tools like ServiceNow or Zendesk is a plus, and a passion for