Help Desk Technician

About the role

We are looking for a Help Desk Technician to provide onsite, deskside IT support at Replit’s SOHO New York office. The successful candidate will also troubleshoot hardware and software issues, administers and supports our cloud first tech stack, configures Apple MacBooks, maintains conference rooms, performs minor system repairs and manages IT inventory and consumables. The technician documents and triages incidents through an ITSM platform, escalates complex issues when necessary, supports basic networking and AV systems and contributes to maintaining a secure, standardized and scalable endpoint environment.

What You'll Do

• Provide first-line (Tier 1) onsite technical support for end users in a primarily Apple macOS environment
• Troubleshoot and resolve hardware, software and peripheral issues for MacBooks
• Assist end users with configuration and troubleshooting core collaboration tools such as Google Workspace (Gmail, Drive, Calendar, Meet) and Slack
• Perform new hire onboarding and offboarding, including system provisioning, asset assignment, access setup and equipment recovery
• Configure, deploy and maintain end user technology including monitors, keyboards and network connectivity
• Service and maintain conference rooms to ensure AV systems, displays, microphones, cameras and conferencing platforms are operational
• Restock and manage IT consumables (cables, adapters, peripherals) and maintain accurate inventory of IT assets
• Document service requests, incidents and resolutions in the IT ticketing platform
• Contribute to documentation, knowledge base articles and process improvement initiatives
• Escalate complex technical issues to Tier 2 IT support or internal teams as appropriate
• Assist with endpoint management tasks (patching, updates, security enforcement) using MDM solutions

Required Skills & Experience

• 1+ years of experience of IT support experience
• Strong working knowledge of Apple macOS troubleshooting, hardware diagnostics and system configuration in an enterprise environment
• Experience supporting Google Workspace administration and end-user troubleshooting
• Familiarity with endpoint management/MDM platforms (Kandji preferred)
• Understanding of identity and access management concepts such as MFA and SSO
• Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting)
• Experience supporting video conferencing and AV systems
• Familiarity with IT ticketing systems
• Strong organizational skills and ability to manage multiple concurrent requests
• Excellent verbal and written communication skills with a customer-first mindset
• Ability to lift and move IT equipment up to 40 lbs
• Willingness to work onsite at least four days per week

Bonus Qualifications

• Active Replit user and passionate about making software creation more accessible
• Experience supporting Microsoft Windows and Linux endpoints
• CompTIA A+, CompTIA Network+, Apple Certified Support Professional certified