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# Technical Support Engineer

- **Company:** Berry Appleman & Leiden
- **Location:** San Francisco, CA, United States
- **Experience:** Experienced
- **Salary:** $69,000.0 - $73,400.0
- **Contract:** Permanent contract
- **Skills:** Active Directory, Software Applications, Cyber Security, Virtual Private Networks (VPN), Network Troubleshooting, Microsoft Office, RSA (Cryptosystem), Software Deployment, Office365, Software Troubleshooting, Peripherals, Computer Equipment, Information Technology
- **Published:** October 7, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=0f07eafc5c083699

## About the Role

* Requires a bachelor's degree in a related area or a combination of relevant certifications and job experience.
 * Minimum 2 years' experience in the PC Support/Help Desk field.
 * Experience with PC hardware and peripherals is a must.
 * Experience with network/server fundamentals is a plus.
 * Experience at a law firm helpdesk is a plus.
 * Strong knowledge of Microsoft Windows 10, 11 and the Microsoft Office Suite of applications.
 * Knowledge with the O365 cloud base email system.
 * Knowledge of Windows 2003/2008 Server Enterprise Edition and Active Directory processes.
 * Knowledge with VPN and RSA solutions.
 * Knowledge of commonly used concepts, practices, and procedures for resolving hardware and software-related issues.
 * Knowledge of video conferencing systems is a plus (Preferably Zoom)
 * General Server/network troubleshooting skills.
 * Excellent interpersonal, communication (both oral and written), and problem-solving skills.
 * Familiarity of workstation imaging
 * Strong troubleshooting ability.
 * Excellent verbal and written communications skills.

## Description

* Act as the initial point of contact for in-office technical assistance and tickets escalated by Level 1 support.
 * Provide timely and effective solutions to end-user issues and requests, ranging from hardware and software problems to basic network connectivity and account access.
 * Provide prompt and courteous responses to resolve their issues or escalate to higher-level support when necessary.
 * Troubleshooting: Diagnose and resolve hardware, software, and network issues reported by end-users.
 * Walk users through the problem-solving process and document troubleshooting steps and resolutions.
 * Account Management: Assist with account creation, password resets, and access permissions for various applications and systems.
 * Hardware and Software Setup: Assist with the installation, configuration, and maintenance of desktops, laptops, printers, and other hardware devices.
 * Install and troubleshoot software applications as needed.
 * Ticket Management: Record and track all support incidents and service requests in the help desk ticketing system.
 * Prioritize and manage workload to meet service level agreements.
 * Knowledge Base: Contribute to the development and maintenance of the IT knowledge base, providing self-help guides and resources for end-users.
 * User Training: Provide basic training to employees on commonly used software applications and technology best practices.
 * IT Inventory Management: Maintain accurate records of IT assets and equipment, including tracking inventory, issuing hardware, and performing periodic audits.
 * Escalation and Collaboration: Escalate complex or unresolved issues to appropriate IT teams and collaborate with other IT specialists to resolve problems efficiently.
 * IT Security: Assist in enforcing IT security policies, such as malware prevention, data protection, and access controls, to ensure a secure computing environment.