Service / Help Desk / Technical Support

Help Desk Technician
Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation.
We are looking for a Help Desk Technician to provide onsite, deskside IT support at Replit's rapidly growing Foster City, CA office. The successful candidate will also troubleshoot hardware and software issues, administer and support our cloud first tech stack, configure Apple MacBooks, maintain conference rooms, perform minor system repairs and manage IT inventory and consumables. The technician documents and triages incidents through our ITSM platform, escalates complex issues when necessary, supports basic networking and AV systems and contributes to maintaining a secure, standardized and scalable endpoint environment.
Provide first-line (Tier 1) onsite technical support for end users in a primarily Apple macOS environment
Troubleshoot and resolve hardware, software, and peripheral issues for MacBooks
Assist end users with configuration and troubleshooting core collaboration tools such as Google Workspace (Gmail, Drive, Calendar, Meet)
Perform new hire onboarding and offboarding including system provisioning, asset assignment, access setup and equipment recovery
Configure, deploy and maintain end user technology including monitors, keyboards and network connectivity
Service and maintain conference rooms to ensure AV systems, displays, microphones, cameras, and conferencing platforms are operational
Restock and manage IT consumables (cables, adapters, peripherals) and maintain accurate inventory of IT assets
Document service requests, incidents and resolutions in the IT ticketing platform
Contribute to documentation, knowledge base articles and process improvement initiatives
Escalate complex technical issues to Tier 2 IT support or internal teams as appropriate
1+ years of experience of IT support experience

• Strong working knowledge of Apple macOS troubleshooting, hardware diagnostics, and system configuration in an enterprise environment
• Experience supporting Google Workspace administration and end-user troubleshooting
• Familiarity with endpoint management/MDM platforms (Kandji preferred)
• Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting)
• Experience supporting video conferencing and AV systems
• Familiarity with IT ticketing systems
• Excellent verbal and written communication skills with a customer-first mindset
• Ability to lift and move IT equipment up to 40 lbs
• Bonus Qualifications

Active Replit user and passionate about making software creation more accessible
Experience supporting Microsoft Windows and Linux endpoints
CompTIA A+, CompTIA Network+, Apple Certified Support Professional certified
This is a full-time role that can be held from our Foster City, CA office. The role has an in-office requirement of at least Monday, Wednesday, and Friday, with one additional day.
Full-Time Employee Benefits Include:

• Competitive Salary & Equity
• Health, Dental, Vision and Life Insurance
• Short Term and Long Term Disability
• Paid Parental, Medical, Caregiver Leave
• Flexible Time Off (FTO) + Holidays
• Commuter Benefits (In-Office Only)
• In Office Set-Up Reimbursement (In-Office Only)
• In Office Amenities (In-Office Only)