IT Services Technician

Our IT Services team is the backbone of our operational efficiency, ensuring seamless connectivity and technical assistance for all our employees, regardless of their location. We are seeking a skilled and helpful IT specialist to join our IT services team. This role provides advanced technical guidance and service to end-users, resolves complex IT issues, and collaborates with Level 1 technicians and senior IT staff to ensure seamless technology operations. The ideal candidate is a problem-solver with strong technical expertise, excellent communication skills, and a commitment to delivering outstanding customer service. This is a full-time position, onsite five days a week in Palo Alto, California with occasional on-call or after-hours support.

• →Provide second-line technical assistance for hardware, software, and network issues via phone, email, or in-person
• →Diagnose and resolve complex technical problems, including system crashes, network connectivity issues, and software conflicts
• →Manage and administer user accounts, permissions, and access controls in systems like Active Directory
• →Assist with the deployment, configuration, and maintenance of hardware (desktops, laptops, servers, and peripherals) and software applications
• →Monitor and maintain IT systems, including performing patch management, updates, and basic server administration
• →Document and update IT service tickets with detailed resolutions and escalate unresolved issues to Level 3 experts or specialized teams
• →Contribute to and maintain IT knowledge base articles and self-service wikis to enhance user self-sufficiency
• →Support IT projects, such as system upgrades, migrations, or new technology rollouts
• →Train and mentor Level 1 technicians, providing guidance on troubleshooting techniques and best practices
• →Ensure compliance with company IT policies, security standards, and data protection protocols
• →Provide new hire onboarding and offboarding service support

• 2+ years of experience in IT support, helpdesk, desktop support, field service, or hands-on technical role (e.g., NOC technician, systems support, IT technician)
• Knowledge of Windows and macOS operating systems and Microsoft Office Suite
• Experience with IT service management tools (e.g., ServiceNow, Jira) and ticketing systems

• Associate’s or bachelor’s degree in information technology, computer science, or a STEM field; equivalent experience considered
• Proficiency in troubleshooting network issues (TCP/IP, DNS, DHCP, VPNs) and basic server administration (Windows Server, Linux basics)
• Familiarity with virtualization technologies (e.g., VMware, Hyper-V) and cloud services (e.g., Google Workspace, Microsoft 365)
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional, or ITIL)
• Experience with scripting (e.g., PowerShell, Bash, Python) for automation tasks
• Knowledge of cybersecurity best practices and tools (e.g., antivirus, endpoint protection)
• Ability to manage multiple priorities and meet deadlines under pressure
• Excellent problem-solving, analytical, and customer service skills
• Ability to work independently and collaboratively in a fast-paced environment

• To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.