Job Type: Contract
Contract Length: 6 months
Pay Range: $40–50/hr
Start Date: ASAP
Location: On-Site (5 days per week) - San Francisco, CA
About the Opportunity:
Our client, a leader in Professional Services, is looking for a skilled Tech Support Analyst to join their team for a long-term engagement. This project involves providing critical hands-on Tier 1 and Tier 2 desktop support for their San Francisco office, ensuring a high-quality end-user experience through responsive, customer-focused IT services. This role will serve as the primary local point of contact for desktop, collaboration, and conference room technology support. This is a high-impact role that requires a service-oriented professional who is comfortable working directly with associates in a fast-paced environment and can deliver results quickly.
Key Responsibilities & Deliverables:
This role is focused on the successful completion of specific tasks and deliverables. Your responsibilities will include:
- Desktop and Hardware Support: Provide hands-on Tier 1 and Tier 2 desktop support for Windows and macOS environments, diagnosing and resolving hardware, software, and connectivity issues.
- Service Management: Log, track, and manage all incidents and requests using a ticketing system (e.g., ServiceNow), escalating issues appropriately while maintaining ownership through resolution.
- Collaboration Tools Expertise: Deliver comprehensive application support for Microsoft 365 (including Outlook, SharePoint, OneDrive, and Teams) and provide support for Atlassian Confluence, including administration, permissions, and general platform assistance.
- On-site AV and Meeting Support: Deliver on-site video conference support, including meeting setup, troubleshooting, and maintenance for conference room AV equipment.
- User Lifecycle Management: Participate in onboarding and offboarding activities, including workstation setup, equipment refreshes, user account setup, access requests, and password resets.
We are looking for someone with a proven track record of successful contract engagements. The ideal candidate will have:
- Proven experience (3+ years) in an IT Support or Desktop Support role.
- Deep expertise in providing Tier 1 and Tier 2 support for both Windows and macOS environments.
- Strong hands-on proficiency in supporting Microsoft 365 applications (Outlook, SharePoint, OneDrive, Teams).
- Required experience with Atlassian Confluence (administration, permissions, and general platform support).
- Demonstrated ability to provide exceptional customer service and strong verbal communication skills to partner with end users.
- Experience with incident logging and tracking using a modern ticketing system (e.g., ServiceNow).
- Demonstrated ability to work autonomously and manage your own time effectively to meet project goals.
- Strong communication skills to provide clear and concise status updates to the project team.
