IT Operations / Helpdesk Technician

Pleasanton, CA
Full Time
Business Operations
Mid Level

IT Operations / Helpdesk Technician

Location: Onsite – Pleasanton, California / Travel as Needed
Reporting to: Business Operations

At STN, we don't just adapt to the digital future, we engineer it. Our mission is to help organizations thrive in a rapidly evolving technology landscape through strategic insight, cutting-edge solutions, and a security-first mindset. We provide end-to-end services spanning cloud consulting, AI infrastructure, and enterprise security, enabling secure, scalable, and future-ready transformation.

As trusted advisors, we align IT investments with business outcomes that drive performance and growth, starting with deep strategic engagement and delivering tailored solutions built for long-term impact.

Our approach is innovation-led and rooted in cybersecurity, with a focus on leveraging the right technologies to solve real-world challenges. We invest in our people and foster a culture of growth, inclusion, and purpose because we believe empowered teams build transformative technology.

Overview
We are seeking a reliable and customer-focused IT Operations / Helpdesk Technician to provide onsite technical support for employees and maintain day-to-day IT operations. This role serves as the first point of contact for hardware, software, network, and user support issues while ensuring the stability, security, and efficiency of the company's technology environment. The ideal candidate is hands-on, organized, and enjoys solving technical problems while delivering excellent customer service.

Key Responsibilities

End User Support
  • Provide onsite and remote technical support for employees across multiple departments.
  • Troubleshoot and resolve hardware, software, operating system, printer, and connectivity issues.
  • Respond to helpdesk tickets and service requests within established service-level agreements (SLAs).
  • Escalate complex issues to senior IT staff or external vendors when necessary.
  • Assist users with Microsoft 365 applications, collaboration tools, and business systems.
IT Operations
  • Install, configure, maintain, and deploy desktops, laptops, mobile devices, and peripherals.
  • Manage workstation imaging, software installation, updates, and patching.
  • Monitor system performance and proactively identify potential issues.
  • Support network infrastructure including switches, wireless access points, VPN connectivity, and internet services.
  • Perform routine maintenance and health checks on IT systems and equipment.
User Account Administration
  • Create, modify, and disable user accounts and permissions.
  • Support Active Directory, Microsoft Entra ID (Azure AD), and Microsoft 365 administration.
  • Assist with employee onboarding and offboarding processes.
  • Maintain access controls and security best practices.
Asset & Inventory Management
  • Track IT hardware, software licenses, and inventory.
  • Coordinate equipment procurement, deployment, replacement, and disposal.
  • Maintain accurate documentation of systems, procedures, and configurations.
Security & Compliance
  • Follow company security policies and procedures.
  • Assist with endpoint security, antivirus management, and vulnerability remediation.
  • Participate in incident response and troubleshooting efforts when needed.

Experience & Qualifications

Required
  • Associate's or Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
  • 2+ years of experience in IT support, helpdesk, or desktop support roles.
  • Strong knowledge of:
    • Windows 10/11
    • Microsoft 365
    • Active Directory / Entra ID
    • Hardware troubleshooting
    • Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi)
  • Experience with ticketing systems and IT service management practices.
  • Excellent troubleshooting, communication, and customer service skills.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
Preferred
  • Experience supporting macOS devices.
  • Familiarity with:
    • Intune / Endpoint Manager
    • VMware or Hyper-V
    • VoIP systems
    • Endpoint security platforms
    • PowerShell scripting
  • Industry certifications such as:
    • CompTIA A+
    • CompTIA Network+
    • Microsoft Certified Fundamentals
    • ITIL Foundation
Physical Requirements
  • Ability to lift and move equipment up to 50 lbs.
  • Ability to work onsite and move throughout office and warehouse environments as needed.
  • Ability to perform hardware installations under desks, in server rooms, and at user workstations.

Compensation

  • Full-Time, Exempt
  • $70,000-$90,000/year, DOE

Benefits

  • Health Coverage – Medical, Dental & Vision
  • FSA Health and Dependent Care available
  • 401(k) Plan
  • Unlimited Paid Time Off (PTO)
  • Observed Holidays Paid
  • Cell Phone Allowance
  • Collaborative, growth-driven culture
Candidates must be U.S. Citizens or Permanent Residents. We are unable to provide sponsorship at this time.

Employment is contingent upon the successful completion of a background check and reference verification. All applicants must be authorized to work in the United States on a full-time basis.

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