Onsite Help Desk Engineer - Level 1 ($30-$34/HR, Menlo Park, CA)

We are seeking a reliable, hands-on Level 1 Help Desk Engineer to provide dedicated onsite IT support for our client in Menlo Park, California.

This position will serve as the primary onsite IT resource for end users, handling day-to-day technical issues, workstation support, hardware problems, user requests, and basic troubleshooting. The ideal candidate enjoys working directly with people, communicates well with non-technical users, and is comfortable physically working with computers, monitors, printers, cabling, conference room equipment, and other office technology.

The engineer will be supported by our experienced East Coast technical team and will escalate issues that cannot be resolved locally to the appropriate remote engineer. We are not looking for someone who needs to know everything-we are looking for someone dependable who can troubleshoot effectively, work well with users, follow established procedures, and recognize when an issue should be escalated.

The onsite engineer will be part of a larger IT support organization and will have access to more senior engineers for escalation and assistance. The goal is to provide end users with responsive, friendly onsite support while leveraging the broader technical team for more advanced issues.

Key Responsibilities

• Provide onsite Level 1 technical support to employees and end users.
• Troubleshoot Windows desktops, laptops, monitors, docking stations, printers, and peripherals.
• Assist users with Microsoft 365 applications, including Outlook, Teams, Word, Excel, and OneDrive.
• Set up and deploy new computers, monitors, phones, and other equipment.
• Perform basic user onboarding and offboarding tasks.
• Troubleshoot basic network, Wi-Fi, printing, and connectivity issues.
• Support conference rooms, video conferencing, and meeting technology.
• Physically install, replace, connect, and troubleshoot IT equipment and cabling.
• Work directly with end users at their desks to diagnose and resolve problems.
• Create and update support tickets and document work performed.
• Follow established IT and security procedures.
• Coordinate with vendors when onsite assistance is required.
• Escalate more complex technical issues to the East Coast support and engineering teams.
• Act as the “eyes and hands” onsite when remote engineers need assistance troubleshooting infrastructure or other equipment.
• Maintain an organized inventory of onsite IT equipment and supplies.

• 1-3 years of help desk, desktop support, or similar IT experience preferred.
• Good working knowledge of Windows 10/11 and Microsoft 365.
• Experience troubleshooting PCs, laptops, printers, monitors, docking stations, and common office technology.
• Basic understanding of networking, including Wi-Fi, TCP/IP, and connectivity troubleshooting.
• Comfortable installing and physically working with computer hardware and cabling.
• Strong customer-service and communication skills.
• Ability to explain technical issues clearly to non-technical users.
• Able to work independently while knowing when to ask for assistance or escalate an issue.
• Strong organizational and follow-through skills.

Reliability is extremely important for this position. Because this person will be the primary IT presence at the Menlo Park location, we need someone who is dependable, punctual, professional, and comfortable taking ownership of onsite issues.

The right candidate will be:

• Hands-on - willing to get under a desk, trace a cable, replace equipment, or troubleshoot a conference room.
• Customer-focused - patient and professional when working directly with end users.
• Resourceful - willing to investigate an issue and try reasonable troubleshooting steps before escalating.
• A good communicator - able to clearly explain the problem and troubleshooting performed when escalating to another engineer.
• A team player - comfortable working closely with a remote East Coast IT team.
• Dependable - understands the importance of being onsite and available during the required hours.

$62,400 - $70,720 a year - Full-time, Pulled from the full job description

• Health insurance
• Retirement plan
• Vision insurance
• Dental insurance, Base Pay: $30-$34/HR + Overtime

Benefits: Participation in group Medical, Dental, Vision, Retirement Plans

This is a 100% onsite position in Menlo Park, California, Monday through Friday from 9:00 AM to 5:00 PM. This is not a remote position.