Technical Support Analyst, ICT

Job Description

Job Description

Technical Support Analyst, ICT | San Francisco, CA | 90K - 120K | Temp-To-Perm Opportunity

Our client, a global professional services firm, is seeking an experienced, proactive, and service-oriented Technical Support Analyst to join its San Francisco office. This is a temp-to-perm opportunity, offering the potential to transition into a permanent position. This is an excellent opportunity for a technically strong IT professional who enjoys troubleshooting, takes ownership of technical issues, and delivers a high level of service in a professional, fast-paced environment.

As part of a collaborative global ICT team, you will serve as the primary onsite IT support resource for the San Francisco office while providing remote assistance to colleagues across the firm's U.S. and international offices. The ideal candidate is polished, resourceful, and highly responsive, with the ability to work independently, communicate confidently with senior stakeholders, and anticipate needs before they become larger issues. This role is well suited for someone who takes initiative, exercises sound judgment, and is committed to maintaining a seamless and reliable technology experience for employees.

What You’ll Do

• Provide day-to-day onsite technical support to employees in the San Francisco office, serving as a primary point of contact for IT-related needs.
• Deliver remote and telephone support to colleagues across U.S. and international offices, collaborating with a distributed global ICT team.
• Diagnose, troubleshoot, and resolve hardware, software, connectivity, and end-user technology issues efficiently.
• Manage incidents and service requests through the ICT Service Desk system, ensuring accurate documentation, timely resolution, and consistent communication.
• Support meeting room technology, audiovisual equipment, video conferencing systems, and presentation setups to ensure meetings run smoothly.
• Set up, configure, maintain, and troubleshoot laptops, mobile devices, printers, copiers, and other end-user hardware across PC and Mac environments.
• Assist with Microsoft 365, Microsoft Exchange, Microsoft Entra ID, Intune, and other cloud-based systems and applications.
• Support device management, user access, authentication, and endpoint security while following established IT policies and best practices.
• Collaborate with global ICT colleagues to investigate recurring issues, escalate complex technical challenges, and implement service improvements.
• Coordinate with senior engineers and external vendors as needed, taking ownership of issues through resolution.
• Participate in technology deployments, IT projects, system upgrades, and ongoing process improvement initiatives.
• Take initiative in identifying potential technical issues, improving the end-user experience, and ensuring the office's technology needs are proactively addressed.
• Provide occasional after-hours or weekend support as part of the firm's global service coverage.

What We’re Looking For

• Minimum of 3 years of experience in a help desk, desktop support, or similar technical support role.
• Strong technical troubleshooting skills, with experience supporting both Windows PC and macOS environments.
• Proficiency with Microsoft 365, Windows 11, Microsoft Exchange, and cloud-based productivity tools.
• Working knowledge of Microsoft Entra ID (formerly Azure AD), Microsoft Intune, and mobile device management platforms such as JAMF.
• Understanding of networking fundamentals, including LAN, WAN, TCP/IP, DNS, and DHCP.
• Experience supporting laptop hardware, printers, copiers, mobile devices, and other end-user equipment.
• Familiarity with video conferencing and collaboration technologies, including Zoom, Microsoft Teams, Poly, and Neat systems.
• Knowledge of cloud file systems, Microsoft Authenticator, antivirus solutions, and endpoint security best practices.
• Experience working within a structured IT service management environment, ideally with familiarity with ITIL practices and service desk platforms.
• Exceptional customer service skills, with the ability to communicate technical information clearly and professionally to users with varying levels of technical knowledge.
• Highly proactive and resourceful, with the ability to anticipate needs, take ownership of issues, and follow through without requiring constant direction.
• Polished and professional, with the confidence to support senior stakeholders and interact effectively with colleagues at all levels.
• Strong organizational skills and attention to detail, with the ability to prioritize competing requests and manage multiple issues simultaneously.
• Calm, adaptable, and solutions-oriented under pressure, with sound judgment and a commitment to delivering a consistently high level of service.
• Comfortable working independently as the primary onsite IT resource while collaborating closely with a geographically distributed team.
• Passion for technology, continuous learning, and identifying opportunities to improve systems and service delivery.
• International work experience, familiarity with global business environments, and multilingual abilities are a plus.

Schedule & Location

• Full-time, fully onsite in San Francisco, CA, five days per week.
• Temp-to-perm arrangement with the opportunity to transition into a permanent position.
• Based in a professional office environment with approximately 30 employees onsite.
• Work closely with a global ICT team supporting multiple U.S. and international offices.
• Occasional after-hours or weekend support may be required.

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