IT Support Technician

At some point in any digital investigation, an analyst needs to step beyond the perimeter and engage threats at the source. 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 in order to derive intelligence and support investigation requirements. All delivered in a cloud-native, multi-tenant platform. Compliance officers, mission managers, and administrators have their own specific audit and oversight requirements; to meet these needs, Silo also ensures compliance and appropriate use through class-leading policy enforcement and audit logging. Silo transforms how more than 750 of the world's most sophisticated organizations, from domestic and foreign government agencies to commercial entities across all sectors 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 Compensation Full time: 40 hours per week $40.00 - $45.00 per hour and Plus Bonus and Benefit Eligible Individual pay will be determined by job related skills, experience, and relevant education or training. Authentic8 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. We are collaborative: We recognize the best work is the product of teams. We must each be reliable and expect to rely on others. We are transparent: By operating with common information and understanding we ensure that we are aligned. We find innovative solutions: We seek innovative solutions not as a buzzword but as a means to solve difficult problems with zeal, efficiency and quality. We take ownership: We are responsible for our actions, our reputation and our business. Authentic8 offers competitive benefits, including medical, dental and vision, flexible PTO, a 401k program and stock options. It is the policy of Authentic8 to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.