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About the Role

This role provides Tier 2 technical support and ensures the smooth operation of computer systems and peripheral equipment across the firm. It is ideal for someone who enjoys hands-on work across a broad range of technology, from traditional desktop support to infrastructure and specialized equipment like 3D printers.

Responsibilities

Monitor helpdesk inquiries and resolve software/hardware issues in a timely manner.
Oversee daily performance of computer systems and escalate or correct issues as necessary.
Verify employee equipment setup, including hardware and software installation.
Maintain and verify the accuracy of account and inventory records, taking remedial action as needed.
Perform intermediate hardware/software repairs and maintain inventory records.
Diagnose technology issues using manuals and user interaction.
Refer major issues to vendors or managers.
Train users on hardware/software usage.
Recommend system improvements to supervisors.
Support IP phone systems (Tier 2) and mobile/peripheral devices (Tier 2+).
Participate in after-hours and weekend helpdesk support.
Champion sustainable work practices and foster a green workplace culture.

Requirements

Bachelor’s degree or equivalent education/experience.
Minimum of 5 years’ experience in IT support.
Experience with electronic helpdesk systems.
Microsoft and/or Cisco certifications preferred.
Exposure to scripting languages and telecommunications systems.
Familiarity with remote access technologies.
Proficiency in Microsoft Office.
Strong organizational skills and attention to detail.
Effective verbal and written communication on technical matters.
Advanced knowledge in PC components.
Intermediate understanding of Microsoft networking protocols.

Skills

PC components
Microsoft networking protocols
Electronic helpdesk systems
Scripting languages
Telecommunications systems
Remote access technologies
Microsoft Office

Location

San Francisco

Work Type

Full-time
In-office

Experience Level

Senior
5 years

Education Level

Bachelor’s degree or equivalent

Salary/Compensations

$82,000-$92,000

Benefits

Hybrid work environment
10 paid holidays (including 2 floating holidays)
Minimum of 4 weeks of paid time off with a cash out option
Comprehensive medical, dental, and vision coverage
Free mental wellness resources
Life and AD&D coverage
Short and long-term disability benefits
4 weeks of paid parental leave
Fertility coverage
Matching contributions to 401(K) plan
Retirement planning guidance
Financial support for continued learning
Study prep for licensure exams
CEU credit opportunities
Mentorship programs
Paid professional memberships

About the Company

HOK is a collective of future-forward thinkers and designers driven to face critical challenges, improve people's lives, serve clients, and heal the planet.
HOK is a global design, architecture, engineering, and planning firm consistently recognized as a leader in innovation and impact.
Ranked the #1 A/E firm by Architectural Record.
Named one of TIME Magazine’s Most Influential Companies.
Recognized by Fast Company as one of the Most Innovative Companies.

Equal Opportunity

HOK is an EOE, including disability/vets.