Help Desk Specialist – IT Support (Menlo Park)

About the role

The Help Desk Specialist will join the IT team to provide day‑to‑day technical support for employees in Menlo Park and San Francisco. Reporting to the VP of IT, you will be the first point of contact for hardware, software and connectivity issues, ensuring a smooth technology experience across the firm.

Key responsibilities

• Serve as Tier 1 support for macOS and Windows devices, troubleshooting hardware, software and network problems.
• Log, track and resolve tickets using ITSM tools such as ServiceNow or Jira Service Management.
• Handle onboarding and offboarding tasks, including device provisioning, account creation and asset tracking.
• Support mobile device management platforms (Jamf, AirWatch) – enrollment and basic configuration.
• Escalate complex incidents to senior IT staff with clear documentation.
• Provide AV and conferencing system assistance in meeting rooms.
• Contribute to internal knowledge‑base articles and documentation.
• Assist with broader IT projects such as system rollouts, procurement and asset management.

Required profile

• 2+ years of help‑desk, desktop or IT support experience (internships or academic labs count).
• Experience supporting macOS and/or Windows in a professional setting.
• Familiarity with Microsoft 365 and basic Azure AD tasks (user management, password resets).
• Degree in IT, Computer Science or related field preferred; CompTIA A+ a plus.

Required skills

• macOS
• Windows
• Microsoft 365
• Azure Active Directory
• ServiceNow or Jira Service Management
• Jamf
• AirWatch
• AI tools (e.g., ChatGPT, Claude)