Senior Service Desk Technician

About the role

Revolution Medicines is seeking a Senior Desktop Technician to deliver a seamless and secure end‑user computing experience across a hybrid enterprise environment. The role blends advanced technical troubleshooting, ServiceNow administration, and cross‑functional collaboration, with a strong emphasis on mentoring and continuous service improvement.

Responsibilities

• Provide Tier II/Tier III support for end‑user devices, operating systems (Windows/Mac), and enterprise applications.
• Lead complex troubleshooting efforts related to hardware, software, user access, and performance issues.
• Administer and support platforms such as Microsoft 365 (Exchange, Teams, OneDrive), Egnyte, Smartsheets, DocuSign, and Confluence.
• Support identity and access services through Azure SSO, SCIM, and MDM.
• Maintain accurate asset records and participate in lifecycle‑management initiatives.
• Act as a technical mentor and escalation point for junior technicians and help‑desk staff.
• Create and maintain documentation, guides, and best practices for internal use.
• Collaborate with infrastructure, network, and security teams on cross‑functional initiatives.
• Participate in desktop solution lifecycle management, including image creation, patching, deployment, and automation scripting.
• Rapidly acquire proficiency in new systems, tools, and platforms.
• Participate in rollouts and pilot testing of new applications, hardware, or infrastructure.
• Balance multiple competing tasks and priorities effectively.

Requirements

• 3+ years of experience in desktop support or end‑user computing roles within a medium‑to‑large enterprise.
• Strong hands‑on experience with Hybrid Active Directory / Azure AD.
• Knowledge of the Microsoft 365 suite, especially Exchange Online, Teams, OneDrive, and related applications.
• Experience managing endpoints through Intune and JAMF.
• Strong analytical and problem‑solving skills with proven experience handling escalated technical issues.
• Excellent verbal and written communication skills; ability to explain technical concepts to non‑technical users.
• Experience creating user guides, documentation, or training materials for technical audiences.
• Working knowledge of Windows and macOS environments, network protocols, cybersecurity best practices, and remote support tools.
• Ability to work both independently and as part of a collaborative, cross‑functional team.

Preferred Skills

• Basic scripting experience (PowerShell, Python, or similar).
• Understanding of security and network fundamentals (VPN, firewalls, endpoint protection, VLANs).
• Initiative and enthusiasm for continuous service improvement.
• Strong organizational and time‑management skills.
• IT certifications such as CompTIA A+/Network+/Security+, Microsoft 365, or Azure Fundamentals.

Pay

Base Pay Salary Range: $106,000 – $132,000 USD (for onsite work at the Redwood City, CA headquarters; adjusted for local markets).

Benefits

• Competitive cash compensation.
• Robust equity awards.
• Comprehensive benefits package.
• Significant learning and development opportunities.