Job Description
Job Description
Our client is seeking a Level 1 Help Desk Technician to provide day-to-day technical support in a fast-paced research environment. This is a great opportunity for an early-career IT professional or recent Computer Science graduate looking to build hands-on experience supporting users, systems, and technology in a highly technical organization.
Work Schedule: This is a 100% onsite position in Palo Alto, CA, five days per week. Candidates must be available to work onsite Monday through Friday. The environment is macOS, so candidates should be comfortable working with Macs and interested in developing their skills in endpoint support and IT operations.
Responsibilities
- Provide front-line technical support for hardware, software, account, and access issues
- Troubleshoot Mac laptops, desktops, peripherals, and basic connectivity issues
- Support user accounts, password resets, email, and collaboration tools
- Set up, configure, deploy, and redeploy equipment for new and existing employees
- Assist with device and IT asset inventory management
- Create, update, and manage support tickets using Freshservice
- Document issues, resolutions, and common troubleshooting procedures
- Escalate more complex technical issues to senior IT team members
- Provide friendly, responsive support to both technical and non-technical employees
Qualifications
- Entry-level opportunity requiring 0–2 years of IT support experience; recent Computer Science/IT graduates with relevant internships, academic projects, or hands-on technical experience are encouraged to apply.
- Working knowledge of macOS and Apple hardware
- Familiarity with user account administration and basic networking concepts
- Exposure to IT ticketing systems; Freshservice experience is a plus
- Familiarity with Mac device management tools such as Iru or similar platforms
- Strong troubleshooting and problem-solving skills
- Strong customer service, collaboration and communication skills
- Ability and willingness to learn in a fast-moving technical environment
Bonus Qualifications
- Linux knowledge or experience
- Additional networking knowledge
- Experience supporting users in a biotech, life sciences, laboratory, or research environment