Help Desk Technician

About the role

Authentic8 Silo places any type of digital analyst in region-specific, multi-application workspaces, securely and anonymously, anywhere across the globe. Target content can be captured, analyzed, and transformed to derive intelligence and support investigation requirements, all delivered in a cloud-native, multi-tenant platform. Silo transforms how more than 750 of the world's most sophisticated organizations conduct their digital investigations.

Authentic8 is seeking a Help Desk Technician to provide hands-on IT support across our hybrid workforce. You'll be the front line for endpoint provisioning, troubleshooting, and day-to-day technical support for staff in our Redwood City office as well as remote employees. Your customer service skills are just as important as your technical skills. We're looking for someone with a strong desire to learn new technologies and grow their role and career.

Responsibilities

• Support Jamf Pro (macOS/iOS) and Microsoft Intune (Windows/Android) endpoint management
• Endpoint provisioning and management: Apple, Microsoft, and ChromeOS laptops; iOS and Android mobile devices
• Assist with building and publishing Windows installers (Intune) and macOS installers (Jamf) for deployment across managed devices
• Manage in-office printing, scanning, and faxing services
• Assist with administration of IT-managed business systems (Google Workspace, Microsoft 365, et al.)
• Assist with troubleshooting corporate Wi-Fi, LAN, and edge network devices
• Support SAML/SSO and MFA authentication integrations across cloud services
• Participate in the IT portion of new-hire onboarding

Requirements

• 2-3 years of Windows and macOS endpoint management experience
• 2-3 years in a helpdesk or similar customer-service-oriented role
• 2-3 years supporting enterprise networks (Wi-Fi, firewalls, VPN, corporate LANs)
• 2-3 years supporting cloud-based applications
• IT certificate, or associate degree in a related technical discipline; bachelor's preferred
• Strong communication skills with both technical and non-technical users
• Ability to write clear documentation for IT systems, processes, and procedures
• Must be able to work from our Redwood City office (2-3 days per week)
• Must be a US Citizen

Preferred Qualifications

• CompTIA A+ or ITIL Foundation certification
• Jamf Certified Tech or Apple Certified Support Professional (ACSP)
• Experience with ITSM/ticketing platform Jira Service Management

Pay

$40.00 - $45.00 per hour, plus bonus and benefit eligible. Individual pay will be determined by job-related skills, experience, and relevant education or training.

Schedule

Full time: 40 hours per week

Benefits

• Medical, dental, and vision coverage
• Flexible PTO
• 401k program
• Stock options

Core Values & Principles

• Integrity: We apply our best efforts. We are honest with and accountable to others.
• Mission-Focused: We clearly define and communicate our goals and do not stray in the pursuit of our objective.
• Respect: We value and respect the ideas and experience our diverse backgrounds bring us. Positive consideration of differing viewpoints makes us stronger.
• Collaborative: We recognize the best work is the product of teams. We must each be reliable and expect to rely on others.
• Transparent: By operating with common information and understanding we ensure that we are aligned.
• Innovative: We seek innovative solutions not as a buzzword but as a means to solve difficult problems with zeal, efficiency and quality.
• Ownership: We are responsible for our actions, our reputation and our business.