Senior Help Desk Technician

Ascendra Hire seeks a seasoned Senior Help Desk Technician to deliver expert technical support across hardware, software, and network domains. This onsite role in Palo Alto requires leadership in troubleshooting, optimization of help desk processes, and contributions to proactive IT support that keeps users productive and secure.

Responsibilities

• Provide advanced technical support to end users for operating systems including Windows and macOS, as well as mobile devices and peripheral hardware.
• Diagnose and resolve complex hardware and software issues affecting desktops, laptops, printers, and related IT equipment.
• Troubleshoot network connectivity concerns across LAN, WAN, VPNs, firewalls, DNS, and TCP/IP, utilizing administration tools such as Cisco Meraki and BMC Remedy.
• Support Active Directory tasks including user account creation, permission adjustments, GPO configurations, and routine AD troubleshooting.
• Log incidents, monitor progress, escalate when needed, and ensure timely resolution using ServiceNow, Jira, and other Help Desk ticketing solutions.
• Assist in maintaining IT infrastructure components, including Windows Server environments and Linux systems, while aiding network troubleshooting efforts.
• Apply analytical skills to diagnose issues quickly and communicate clear solutions to users with varying levels of technical expertise.
• Support deployment and management of security tools including VPNs, firewalls, and network security protocols to safeguard organizational data.
• Collaborate with cross-functional teams on projects involving computer management, hardware upgrades, software installations, and system updates.

Requirements

• Minimum 2 years of proven technical support experience in a help desk or desktop support role with a focus on customer service excellence.
• Solid knowledge of Microsoft Office applications and proficiency with Windows (including Windows Server), macOS, and Linux operating environments.
• Hands-on experience with incident tracking and resolution workflows using ServiceNow or BMC Remedy.
• Familiarity with computer networking concepts such as LAN/WAN, TCP/IP, DNS, VPNs, and firewall configuration (including Meraki), plus effective network troubleshooting techniques.
• Proven ability to troubleshoot hardware components, peripherals, and mobile devices.
• Experience managing Active Directory environments, including user accounts, permissions, and Group Policy Objects (GPO).
• Knowledge of IT infrastructure components including switches, routers, servers, SCCM, and policy enforcement through GPOs and related management tools.
• Excellent written and verbal communication skills with the ability to translate technical information into clear guidance for end users.
• Analytical problem-solving skills to quickly diagnose issues related to operating systems and network settings such as TCP/IP and DNS.

Technologies

• Windows
• macOS
• Linux
• Windows Server
• Microsoft Office
• ServiceNow
• BMC Remedy
• Jira
• Cisco Meraki
• SCCM
• Active Directory
• Group Policy Objects
• Okta
• Kandji
• MobileIron
• Microsoft Intune
• VPN
• DNS
• TCP/IP
• Firewalls

Compensation

Up to $35.00 per hour

Location

Palo Alto, CA, onsite

Application Questions

• Hands-on experience with one or more device management platforms: Kandji (Mac MDM), MobileIron, Microsoft Intune.