Kiteworks is hiring: Senior IT Helpdesk Support in San Mateo

Overview

Senior IT Helpdesk Support role at Kiteworks. Hybrid role (3 days in the office) based in the Bay Area. You will provide hands-on desktop, hardware, software, and network support, acting as Tier 1 and coordinating with other IT teams to maintain IT infrastructure.

Job Qualifications

• Educational background: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent hands-on experience.
• Technical Expertise:
  • 8+ years of relevant enterprise IT support experience with the ability to provide white-glove technical support while managing complex infrastructure projects.
  • Extensive experience configuring and supporting PCs / Windows 11 and Apple devices / macOS, including advanced troubleshooting and configuration.
  • Experience implementing, configuring, and managing MDM tools (e.g., Kandji, Intune).
  • Strong understanding of network configurations (DNS, DHCP, VPN, wireless), with experience in enterprise WiFi solutions (Cisco Meraki) and conference room AV systems a plus.
  • Experience with Active Directory, GPO, and managing user authentication and permissions.
  • Proficiency with ITSM tools (e.g., ManageEngine, Atlassian) and ticketing systems; experience with remote desktop tools.
• Hands-On Skills: Ability to diagnose and resolve hardware problems, perform software installations, and configure systems on-site.
• Problem-Solving: Exceptional troubleshooting, proactive issue resolution, and attention to detail.
• Communication: Excellent verbal and written English; ability to convey technical issues to both technical and non-technical users.
• Executive Support: Provide white-glove service to C-level executives and senior leadership.
• Organizational Skills: Strong time management and ability to handle multiple priorities.
• Team Collaboration: Willingness to collaborate with IT professionals and non-technical staff to improve IT processes.

Preferred Qualifications (Nice to Have)

• Industry certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, ITIL, or equivalent.
• Experience with mobile device management (MDM) tools.
• Familiarity with endpoint protection software and security practices.
• Previous hands-on experience in a Tier 2 or higher IT support role in a corporate environment.

Job Responsibilities

• Advanced Technical Support: Provide expert-level troubleshooting and resolution for hardware and software issues; be prepared to perform hands-on interventions as needed.
• Global Collaboration: Work with teams across the US, Europe, and Singapore.
• System Maintenance & Optimization: Participate in OS upgrades, patch management, system optimizations; monitor systems to identify and resolve issues proactively.
• Hands-on Troubleshooting: Provide in-person or remote hands-on support, including hardware repairs, re-imaging, and network configuration for complex user issues.
• User Configuration & Support: Set up new user accounts, configure software, email, and network access.
• Hardware & Software Management: Install, configure, and troubleshoot hardware/software; support deployment tools, monitor licenses, and coordinate asset management.
• Documentation & Knowledge Base: Maintain detailed documentation for troubleshooting, system configurations, and user guides; keep knowledge base up-to-date.
• IT Project Collaboration: Work with IT staff on large-scale projects (migrations, upgrades, new deployments).
• Vendor Management: Coordinate with external vendors to address hardware/software issues and ensure timely ticket follow-through and hardware replacements.

Job Benefits

• Competitive base pay within Kiteworks Total Rewards package; exact base pay depends on location, education, experience, and skills.
• Comprehensive medical plan with 100% paid dental and vision for employees and dependents.
• 100% paid Life/AD&D, STD, and LTD coverage for employees.
• Option of Health Savings Account (HSA) or Flexible Savings Account (FSA).
• Generous PTO, paid sick time, holidays, parental leave, and volunteer days off.
• 401(k) match program.
• Referral bonuses.
• Stock options for employees.