IT Help Desk

IT Help Desk Specialist | Menlo Park, CA | On-Site 8-6pm PT

A highly regarded investment firm is seeking a proactive and solutions-oriented Tier 2 IT Help Desk Specialist to join its growing technology team. This is an exciting opportunity for an IT professional who thrives in a fast-paced, high-performance environment supporting executives, investors, and internal stakeholders. The ideal candidate enjoys solving complex technical issues, improving systems and processes, and leveraging automation and emerging technologies to enhance the employee experience.

What You'll Do

• Serve as the primary point of contact for Tier 1 and Tier 2 technical support requests, owning issues from triage through resolution
• Troubleshoot identity and access management issues, including SSO, MFA, user provisioning, and group administration
• Manage endpoint health and device administration across a primarily Mac environment
• Administer and optimize ticketing systems, including automations, workflows, and documentation
• Support core productivity and collaboration tools, including email, messaging, and file-sharing platforms
• Manage onboarding and offboarding processes to ensure a seamless employee experience
• Provision and deprovision user access across multiple business-critical applications
• Assist with cloud infrastructure support and security-related troubleshooting
• Develop runbooks, documentation, and process improvements to enhance operational efficiency
• Script and automate repetitive tasks while exploring AI-driven solutions to improve IT workflows
• Partner cross-functionally with employees across all levels of the organization to deliver exceptional support

• 3-5+ years of IT support experience, including at least 2 years in a Tier 2 or higher capacity
• Hands-on experience with identity and access management platforms, including SSO and MFA administration
• Experience supporting and managing Mac environments through MDM solutions
• Familiarity with ticketing systems such as Zendesk or comparable platforms
• Working knowledge of scripting languages such as Python or Bash for automation and configuration tasks
• Strong understanding of endpoint management, access governance, and security best practices
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical stakeholders
• Exceptional organizational skills with strong follow-through and attention to detail
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• Proactive, curious, and eager to learn new technologies

Preferred Qualifications

• Experience with workflow automation platforms and API integrations
• Exposure to AI tools, agent frameworks, or automation technologies
• Experience supporting financial services, venture capital, or professional services organizations
• Familiarity with cloud infrastructure and security monitoring tools
• Experience building integrations using REST APIs, webhooks, or automation workflows

$100K - $120K, depending on experience.

Competitive compensation package, including base salary, bonus potential, and comprehensive benefits. Compensation will be commensurate with experience.

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We will consider qualified candidates with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance