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Gunderson Dettmer is seeking an experienced Technical Support Specialist to provide high-quality technical support to end users in our Silicon Valley office. This role is responsible for delivering responsive, customer-focused assistance with hardware, software, networking, telephony, and video conferencing systems, while helping maintain a productive and efficient workplace.
The ideal candidate is a strong communicator with solid troubleshooting skills, excellent judgment, and a proactive, self-directed approach to support.
The individual who fills this position will be the on-site contact in our Redwood City, CA office. To be a successful help desk technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills, and be remarkably self-directed.
Job Responsibilities

• Respond to user requests by phone, email, in person, and through remote support tools.
• Troubleshoot and resolve issues related to computers, printers, telephony, video conferencing, network connectivity, and applications.
• Provide technical support for setup, configuration, maintenance, and delivery of hardware and software.
• Train users and team members on hardware, software, and IT processes.
• Write, edit, and maintain knowledge base articles.
• Assist with onboarding of new users.
• Install, test, and configure laptops, peripherals, and software.
• Maintain inventory of equipment, software, and software licenses.
• Manage local moves, adds, and changes for user computer and phone setups.
• Set up conference rooms for audio and video conferencing.
• Maintain a ticketing system and support knowledge base.
• Escalate network and system issues to the appropriate IT staff as needed.

Job Requirements

• Minimum of 2 years of relevant experience, preferably in a law firm or professional services environment.
• Strong hands-on knowledge of enterprise and desktop applications, including Windows 10 and Microsoft Office.
• Experience with Active Directory; MCSE certification is a plus.
• Solid understanding of basic networking principles.
• Familiarity with current hardware and software trends.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to travel to other offices as needed.
• Ability to work overtime when required.

Educational Requirements

• B.S./B.A. degree in Information Systems (or equivalent relevant experience) preferred.

Schedule

• Monday - Friday, 9:30 a.m. to 6:00 p.m.

Status

• Non-Exempt, Full time

The annualized base salary range for this position is expected to be $85,000.00 - $110,000.00. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only and do not include bonus, benefits, or related incentives for which this position is eligible.
In addition to offering competitive salaries, we also offer an excellent benefits package, which includes comprehensive medical, dental and vision coverage; 401(k) Profit Sharing Plan; Flexible Spending Account, Paid Time Off and fertility and family building support.
Gunderson Dettmer is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.