Mac L1 Support Engineer

12 month onsite W2 Contract (No C2C/No Visa Sponsorship)Onsite in San Francisco, CA (94107)Pay up to $40.50/hr. (No PTO and No Paid Holidays)The ideal candidate will have experience providing remote and onsite support to over 300 end users, primarily within Mac-focused environments (90% Mac environment). We are seeking a proactive and customer-focused L1 Support Engineer to provide first-level technical assistance to end users. This role is responsible for troubleshooting basic IT issues, managing service requests, and ensuring timely resolution or escalation of incidents to higher-level support teams.Key ResponsibilitiesServe as the first point of contact for all IT support requests via phone, email, chat, or ticketing systemsDiagnose and resolve basic hardware, software, and network issuesLog, track, and manage incidents and service requests in the ITSM tool (e.g., ServiceNow)Perform initial troubleshooting for:Password resets and access issuesEmail and collaboration tools (Outlook, Teams, etc.)Desktop, laptop, and peripheral issuesBasic network/connectivity problemsEscalate complex issues to L2/L3 support teams with proper documentationMaintain accurate records of all interactions and resolutionsFollow standard operating procedures (SOPs) and service level agreements (SLAs)Assist with user onboarding/offboarding tasks, including account setup and system accessProvide guidance and support to users on IT policies and toolsContribute to knowledge base documentation and process improvementsRequired Skills & QualificationsBachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)0–2 years of experience in IT support, help desk, or technical support roleBasic understanding of:Windows/Mac operating systemsActive Directory (user management, password resets)Networking fundamentals (DNS, DHCP, VPN)Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk)Strong troubleshooting and problem-solving skillsExcellent communication and customer service skillsAbility to prioritize and manage multiple tasksThe estimated pay range for this position is USD $35.00/Hr - USD $40.50/Hr. Exact compensation and offers of employment are dependent on job-related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.