Helpdesk Technician (Tier I / Tier II Support)

Foresite is looking for a Helpdesk Technician to deliver Tier I and Tier 2 technical support to our team. You’ll work closely with our IT leadership team to ensure there are reliable, secure, and standardized day-to-day IT operations across the organization. This position serves as the primary onsite IT presence and plays a critical role in maintaining operational efficiency, device readiness, and user productivity.

What You'll Do:

In this role, you’ll take ownership of the execution of end-user support, device lifecycle management, onboarding and offboarding workflows, and physical IT office support. In addition, you’ll be responsible for maintaining high-quality user experience while ensuring systems, devices, and processes follow established IT and security standards.

End-User Support & Technical Troubleshooting

• Be the First Responder: Act as the primary point of contact for Tier 1 and Tier 2 support, resolving hardware, software, and network issues with a focus on empathy and efficiency.

• Own the Queue: Manage the ITSM ticket lifecycle from intake to resolution, ensuring all requests meet defined SLAs while maintaining meticulous documentation.

• Solve Across Platforms: Troubleshoot a diverse tech stack including Windows/macOS, mobile devices, network connectivity, and peripherals (printers/conference room AV).

• Onsite & Remote Versatility: Provide seamless support whether the user is sitting right next to you or working across the country.

Identity & Access Management (Onboarding/Offboarding)

• Shape the First Day: Execute standardized onboarding workflows, provisioning accounts, assigning role-based permissions, and deploying hardware to give new hires a world-class start.

• Secure the Exit: Manage the offboarding process with precision—deactivating accounts, recovering assets, and ensuring data security protocols are strictly followed.

• Access Guru: Support the daily health of our SaaS platforms (Google Workspace, M365, etc.) by managing licenses, MFA enrollment, and troubleshooting authentication hurdles.

Endpoint & Asset Management

• Manage the Fleet: Oversee the full device lifecycle using endpoint management tools like Microsoft Intune and Autopilot to ensure every laptop is secure, encrypted, and compliant.

• Asset Integrity: Maintain an "audit-ready" inventory by tracking hardware assignments, applying asset tags, and coordinating warranty repairs or secure disposals.

• Office Infrastructure: Maintain the "physical" side of IT, ensuring conference room systems (displays, cameras, mics) and workstation setups are always functional and organized.

Security & Operational Excellence

• Uphold Standards: Act as a frontline defender of our security posture by verifying endpoint security controls and escalating suspicious activity or vulnerabilities to IT leadership.

• Continuous Improvement: Identify recurring technical "pain points" and trends, suggesting workflow improvements or documentation updates to prevent future issues.

• Vendor Liaison: Coordinate with external vendors for hardware replacements and specialized support services to ensure minimal downtime for the business.

Who You Are:

• Experience: 1-3 years of experience in IT Support, Helpdesk or Technical Support

• Strong troubleshooting and diagnostic skills

• Experience supporting Windows, macOS, and mobile devices

• Familiarity with SasS-based IT environments

• Strong "customer-first" mindset with the ability to provide status updates that are proactive, transparent, and jargon-free.

• Strong time-management skills with the ability to prioritize tasks based on their potential impact on business continuity and department-wide productivity.

• Comfortable providing one-on-one "desk-side" coaching to employees on new software or hardware.

• Ability to work in-office at least 3 days per week and as needed

Nice to Have:

• Experience in the endpoint management platforms (Intune or MDM) and supporting cloud-first environments

• Familiarity with identity and access management concepts

• Experience using ITSM platforms

• IT Certifications such as: CompTIA A+, Network+, Google IT Support or equivalent

• Experience supporting a growing organization is highly valued

Why Join the Foresite Team?

At Foresite, we aren’t just another security provider—we are a mission-driven partner helping organizations navigate an increasingly complex threat landscape. Founded by passionate security practitioners, we’ve grown into a global leader in SecOps and MDR by staying true to our core value: radical transparency.

When you join Foresite, you are part of a "humans-first" culture where your expertise is valued, and your well-being is a priority. We leverage our Google Cloud Premier SecOps Partnership to stay at the cutting edge, but we know that our greatest asset is our people.

What We Offer:

• Comprehensive Health & Wellness: Robust medical insurance options to keep you and your family healthy.

• Employer-Covered Insurance: We fully provide employer-paid Dental coverage, as well as Short-Term (STD) and Long-Term Disability (LTD).

• Generous Time Off: We believe in a true work-life balance. You’ll start with 3 weeks of paid vacation, plus additional sick leave and paid company holidays to ensure you have time to recharge.

• Growth & Mentorship: Access to world-class training and mentorship. We support your career trajectory, whether you’re looking to deepen your technical skills or move into leadership.

• Impactful Work: Help protect global clients using the latest AI-enhanced security tools and GCP native technologies.