# Tier 2 Help Desk Technician **Company**: Replit **Location**: Foster City, CA **Work arrangement**: hybrid **Job type**: Full time **Salary**: $113K – $148K **Category**: Engineering **Industry**: Technology **Wikidata**: https://www.wikidata.org/wiki/Q60768699 **Apply**: https://jobs.ashbyhq.com/replit/60c2656b-5b23-44b8-9b04-98169e7b53e7?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_9237103d-fe8 ## Description ## Compensation The base salary for this role ranges from $113K – $148K, with offers of equity. ## About the role: The Tier 2 Help Desk Technician serves as an advanced technical support resource and escalation point responsible for maintaining a high-quality end-user experience in a primarily Apple macOS environment. This role supports collaboration platforms such as Google Workspace and Slack, troubleshoots complex endpoint issues, assists with identity and access management workflows, and partners with infrastructure and security teams to resolve operational incidents. The technician also contributes to endpoint compliance, device management, and process standardization initiatives while mentoring Tier 1 staff and helping scale IT operations in a fast-paced, security-conscious organisation. ## What You'll Do Provide advanced onsite and remote technical support for end users in a primarily Apple macOS environment serving as an escalation point for Tier 1 support issues Troubleshoot and resolve complex hardware, software, authentication, connectivity, and endpoint management issues affecting laptops and mobile devices Support core productivity and collaboration platforms including Google Workspace, Slack, conferencing applications and related SaaS applications Oversee advanced onboarding and offboarding activities including device provisioning, access troubleshooting, escalation support for account lifecycle issues and new hire orientation Support endpoint management initiatives including device enrollment, policy enforcement, software deployment, patch validation and remediation activities through MDM platforms such as Kandji Assist with troubleshooting identity and access management issues including MFA, SSO and account provisioning workflows Participate in incident response and coordinate with infrastructure, security and systems administration teams to resolve escalated technical incidents Document troubleshooting procedures and operational runbooks within the ITSM platform and knowledge base Contribute to endpoint compliance efforts including patch management, user access reviews and security baseline adherence Support basic network troubleshooting including Wi-Fi, DNS, switching, VPN and office connectivity issues Manage IT inventory, equipment lifecycle tracking, and consumable stock levels while assisting with vendor coordination and hardware repair logistics Identify recurring issues and recommend automation, process improvements and standardization opportunities to improve service quality and operational efficiency Mentor Tier 1 technicians and assist with escalation handling, knowledge transfer and operational guidance ## Required Skills & Experience 4+ years of experience in IT support, endpoint administration, or helpdesk operations in a macOS-focused environment Strong expertise troubleshooting Apple macOS systems, hardware, peripherals and enterprise collaboration tools Experience in Google Workspace administration and advanced end-user troubleshooting Familiarity with MDM and endpoint management platforms such as Kandji, JumpCloud, Intune or similar solutions Exposure to endpoint security tooling including EDR, DLP and compliance enforcement technologies Understanding of identity and access management concepts including MFA, SSO, RBAC, and account lifecycle management Experience troubleshooting conferencing and AV systems including Zoom Rooms, Google Meet, microphones, displays and room control systems Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, VPN and wireless networking troubleshooting Experience using ITSM or ticketing platforms Strong troubleshooting and analytical skills with the ability to diagnose complex technical issues across multiple systems Excellent customer service, communication and documentation skills Ability to prioritize multiple concurrent requests in a fast-paced environment Able to lift and move IT equipment (up to 40 lbs) and perform hands-on deskside support activities Be onsite in the Foster City HQ at least four days per week ## Bonus Qualifications Hands on experience supporting Microsoft Windows in an enterprise environment Previous roles working in a high-growth SaaS environment Familiarity with SOC 2 and ISO 27001 operational requirements Relevant certifications such as CompTIA Network+, Apple Certified Support Professional (ACSP) or similar Active Replit user and passionate about making software creation more accessible ## Full-Time Employee Benefits Include: Competitive Salary & Equity 401(k) Program with a 4% match (US Only) Health, Dental, Vision and Life Insurance Short Term and Long Term Disability Paid Parental, Medical, Caregiver Leave Flexible Time Off (FTO) + Holidays Commuter Benefits (In-Office Only) Monthly Wellness Stipend Autonomous Work Environment In Office Set-Up Reimbursement (In-Office Only) Quarterly Team Gatherings In Office Amenities (In-Office Only) ## Want to learn more about what we are up to? Meet the Replit Agent Replit: Make an app for that Replit Blog Amjad TED Talk ## Interviewing + Culture at Replit Operating Principles Reasons not to work at Replit ## To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds. ## Skills ### Required - Apple macOS systems - Google Workspace administration - MDM and endpoint management platforms - Endpoint security tooling - Identity and access management concepts - Networking fundamentals - ITSM or ticketing platforms - Troubleshooting and analytical skills - Customer service and communication skills --- Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/replit/60c2656b-5b23-44b8-9b04-98169e7b53e7?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)