Deskside Support (VIP/White Glove)

Role: Deskside Support (VIP/White Glove)Location: South San Francisco CA 94080 (100% Onsite – all 5 days/week)Job DescriptionThe Onsite Support team delivers a simple, productive, and exceptional executive-support workplace experience. We provide the tools and services our coworkers need to collaborate, deliver products, and serve customers. We are seeking a highly motivated and capable IT Service Desk Engineer to join the team. In this role, you will provide on-site support to all employees. This opportunity is ideal for a candidate with several years of IT Service Desk experience who is ready to take the next step and contribute to a dynamic, cutting-edge team within a leading global healthcare company. Your Day to Day:Respond to and resolve hardware and software service requests for local employees using the ticketing system.Manage the resolution of all incidents and tickets in accordance with established SLA processes and guidelines.Escalate incidents and potential issues to the appropriate IT teams as needed.Assume coverage for transitioning responsibilities, including participating in knowledge-transfer collaborations with team members in other cities to ensure continuity of service.Create and maintain documentation using standard templates for IT support teams and end users; review content regularly and update as needed.Provide support and troubleshooting and serve as an escalation point for medium- and high-complexity incidents for local and remote employees.Configure new computers using the standard image and prepare devices for deployment using Microsoft Intune and Jamf.Provide internal support for standard office applications, including Microsoft 365, and other desktop productivity tools.Provide in-room hardware support for meeting rooms, including all aspects of audiovisual (AV) systems.Provide wireless device support for laptops, mobile devices, and tablets.Maintain required documentation, including asset inventory, knowledge base articles, and standard solutions.Assist with employee moves and office desk setup for new hires.Assist with receiving deliveries, unboxing equipment, and managing stockroom inventory.Coordinate support for defective hardware, including logging vendor cases and arranging on-site visits for repair of damaged or faulty equipment.Maintain hands-on experience supporting Windows 10/11 and macOS environments, including peripherals such as printers and scanners.Provide support for Outlook, VPN, Microsoft Office, OneDrive, Microsoft Defender, web services, and other software solutions.Ensure meeting rooms remain up to date and operational through periodic testing, applying Windows updates and patches, and updating antivirus software. What We’re Looking For: Experience in writing and completing technical and end user documentation.Demonstrated organization, project planning, and time management skills.Strong problem-solving and analytical skills, with excellent verbal and written communication abilities.Advanced understanding and application of Service Desk incident management tools.Able to communicate highly technical information as necessary to both technical and non-technical personnel.Reliable, flexible, and able to manage multiple priorities effectively.Able to manage incidents and tasks within SLAs.A solid understanding of all major computer operating systems including MacOS and Windows 10/11. Up-to-date understanding of imaging technologies, including Microsoft Intune and Jamf.Advanced proficiency in hardware and software troubleshooting.Demonstrated understanding of Microsoft Office and Microsoft 365 applications on Windows and macOS.Experience with cloud-based backup solutions such as OneDrive.Maintain excellent communication with users. Functional/Technical RequirementsBS in Computer Science, or relevant work experience.Minimum of 3 years of experience in a help desk or technical support environment. Physical Demands / Work EnvironmentLight to medium physical exertion, routine bending, and lifting may be required.You will work toward shared goals with an open-minded, collaborative team.