Desktop Support Engineer L3
1460 El Camino Real 2nd floor Menlo Park, CA 94025 US
Job Description
Position Title: Senior Desktop Support Engineer
Location: Silicon Valley, California (Fully Onsite)
Industry: Legal / Professional Services
Overview
This position offers an opportunity for an experienced IT support professional to join a dynamic team in a fast-paced professional environment. The role focuses on providing hands-on technical support for hardware, software, and enterprise tools while also contributing to IT improvement efforts and mentoring junior staff. The successful candidate will be a proactive problem-solver, comfortable working with users at all levels, and able to handle both day-to-day issues and project-based work.
Primary Responsibilities
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Serve as a key contact for technical support issues, resolving incidents submitted through internal ticketing systems or raised in person
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Set up, configure, relocate, and troubleshoot desktops, laptops, printers, and peripherals
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Provide advanced support for Windows 10, Microsoft Office, and enterprise software platforms
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Assist with support for Apple systems and mobile device platforms using modern device management tools
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Maintain current hardware/software inventory and manage asset tracking
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Support audio-visual systems and remote meeting platforms across the office
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Handle elevated support requests and complex issues that require in-depth technical investigation
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Participate in deployments, upgrades, and infrastructure improvement projects
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Offer guidance and knowledge sharing to more junior technical team members
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Ensure systems are updated and secure, including antivirus and security patches
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Support occasional travel needs and flexible scheduling when required
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Advanced experience supporting Microsoft desktop environments (Windows 10 and Office 365)
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Familiarity with Active Directory, Group Policy, and basic user access management
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Experience using device management and imaging tools (e.g., SCCM or similar)
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Working knowledge of MDM platforms (e.g., Jamf, MobileIron) for mobile and Mac management
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Ability to support remote connectivity tools, phone systems, and video conferencing solutions
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Comfort working with common enterprise applications, document comparison tools, and printer setups
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Understanding of basic networking concepts and troubleshooting techniques
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Experience working with ticketing systems and documenting technical workflows
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4–7 years of relevant IT support experience in an enterprise setting
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At least 2 years supporting end users in a client-facing or service desk role
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Excellent verbal and written communication skills; capable of explaining technical concepts clearly
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Strong customer service mindset and a collaborative approach to teamwork
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Industry certifications such as CompTIA A+ or ITIL Foundations are a plus
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Associate degree or equivalent technical education preferred
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Must be able to lift equipment up to 30 lbs and work on-site full time
The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.
Meet Your Recruiter
Cara Partovich
VP of Recruiting
A graduate from Penn State where she received her degree in Communications and Business. She has been with TPG since February 2016, and got into recruiting as she has always been intrigued by it. When she is not in the office you can find her hanging in the city or traveling with her husband, baby girl and dog.