Desktop Support Engineer

Desktop Support Engineer

Main Location - San Francisco, CA 94102

Job Summary

The Desktop Support Engineer provides responsive, customer-focused technical support across the organization. Serving as the primary point of contact for daily IT operations, this role resolves Tier 1 and Tier 2 support requests, leads workstation provisioning and hardware lifecycle management, enforces endpoint security and patching standards, and administers Microsoft 365 alongside core business SaaS applications. The position also manages end-to-end IT onboarding and offboarding, interfaces with third-party vendors for advanced system support, and creates clear, accessible technical documentation for both technical and non-technical staff.

Essential Functions & Responsibilities

• Serve as the primary point of contact for incoming helpdesk requests, prioritizing, troubleshooting, and resolving Tier 1 and Tier 2 support tickets in adherence with internal IT SLAs.
• Appropriately triage and escalate complex Tier 3, network, and infrastructure issues to senior IT team members.
• Configure, image, deploy, and maintain Windows and macOS computers, mobile devices, printers, VOIP phones, and associated peripherals in accordance with IT standards.
• Manage end-to-end IT onboarding workflows, including user account provisioning, equipment procurement, hardware imaging and setup, and conducting initial IT orientations for new staff.
• Manage end-to-end IT offboarding workflows, including deprovisioning account access, collecting equipment, securely wiping returned hardware, and updating asset records.
• Administer, monitor, and troubleshoot user accounts, permissions, and group access within Microsoft 365 (Exchange Online, SharePoint Online, Teams), Single Sign-On (SSO), and supported business applications.
• Monitor, troubleshoot, and remediate endpoint security alerts, patch compliance, OS upgrades, disk encryption status, antivirus health, and device management exceptions.
• Maintain accurate hardware, software, license, and asset inventory records, ensuring transparent tracking from initial acquisition to decommissioning.
• Engage and coordinate directly with third-party software, hardware, and systems support vendors to diagnose technical issues, process warranty repairs, and resolve service outages.
• Create and update user-friendly self-help guides for staff, while documenting internal administrative procedures, account change logs, and standard troubleshooting workflows for the IT team.
• Train new and existing staff on workstation basics, collaboration tools, security best practices, and ticket submission processes.
• Identify recurring user pain points and system issues, proactively recommending workflow, security, or technology improvements to IT leadership.

Qualifications

Minimum Qualifications

• Bachelor's degree in Computer Science, Information Technology, or commensurate practical experience.
• Three or more years of hands-on experience in desktop support, helpdesk, endpoint support, or a related technical support role.
• Advanced knowledge of Windows 11 and macOS environments, including operating system installation, configuration, profile management, patching, and troubleshooting.
• Demonstrated ability to manage helpdesk ticketing queues, prioritize competing support requests based on urgency and business impact, and maintain agreed service levels.
• Strong troubleshooting instincts with sound judgment on when to resolve issues independently versus escalating complex technical matters to senior IT engineering leadership.
• Hands-on experience with endpoint management/MDM platforms, imaging tools, remote desktop support software, and hardware asset inventory systems.
• Familiarity with identity and access management (IAM), multi-factor authentication (MFA), Microsoft 365 administration, and standard endpoint security practices.
• Experience engaging and working directly with external technical support vendors to resolve hardware and software issues.
• Exceptional customer service skills and the ability to interact effectively and empathetically with staff across all levels of the organization.
• Strong written and verbal communication skills, including the ability to translate complex technical concepts into clear, accessible language for non-technical users.
• Proven track record of follow-through, attention to detail, and methodical problem-solving.

Physical Demands:

• Ability to sit, stand, walk, bend, and reach as needed
• Ability to lift, carry, and move computer equipment and peripherals up to 30 pounds with or without reasonable accommodation
• Prolonged periods of sitting or standing: at the desk, equipment closets, and performance or administrative spaces as needed
• Repetitive motions: using a keyboard, mouse

Supervisory Responsibilities:

None

Working Relationships:

The internal and external constituents with whom this position most frequently interacts include:

• Internal IT team members and IT leadership
• HR and Venue Operations Teams
• 140 internal users across all levels
• External hardware and software vendor support personnel

EEO Statement:

In alignment with the values statement above, the San Francisco Symphony is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.