Onsite Level 1 Help Desk Engineer
Location: Menlo Park, California
Schedule: Monday–Friday, 9:00 AM–5:00 PM, Onsite
Position Type: Full-Time
We are seeking a reliable, hands-on Level 1 Help Desk Engineer to provide dedicated onsite IT support for our client in Menlo Park, California.
This position will serve as the primary onsite IT resource for end users, handling day-to-day technical issues, workstation support, hardware problems, user requests, and basic troubleshooting. The ideal candidate enjoys working directly with people, communicates well with non-technical users, and is comfortable physically working with computers, monitors, printers, cabling, conference room equipment, and other office technology.
The engineer will be supported by our experienced East Coast technical team and will escalate issues that cannot be resolved locally to the appropriate remote engineer. We are not looking for someone who needs to know everything—we are looking for someone dependable who can troubleshoot effectively, work well with users, follow established procedures, and recognize when an issue should be escalated.
The onsite engineer will be part of a larger IT support organization and will have access to more senior engineers for escalation and assistance. The goal is to provide end users with responsive, friendly onsite support while leveraging the broader technical team for more advanced issues.
Key Responsibilities
- Provide onsite Level 1 technical support to employees and end users.
- Troubleshoot Windows desktops, laptops, monitors, docking stations, printers, and peripherals.
- Assist users with Microsoft 365 applications, including Outlook, Teams, Word, Excel, and OneDrive.
- Set up and deploy new computers, monitors, phones, and other equipment.
- Perform basic user onboarding and offboarding tasks.
- Troubleshoot basic network, Wi-Fi, printing, and connectivity issues.
- Support conference rooms, video conferencing, and meeting technology.
- Physically install, replace, connect, and troubleshoot IT equipment and cabling.
- Work directly with end users at their desks to diagnose and resolve problems.
- Create and update support tickets and document work performed.
- Follow established IT and security procedures.
- Coordinate with vendors when onsite assistance is required.
- Escalate more complex technical issues to the East Coast support and engineering teams.
- Act as the "eyes and hands" onsite when remote engineers need assistance troubleshooting infrastructure or other equipment.
- Maintain an organized inventory of onsite IT equipment and supplies.
Requirements
Qualifications
- 1–3 years of help desk, desktop support, or similar IT experience preferred.
- Good working knowledge of Windows 10/11 and Microsoft 365.
- Experience troubleshooting PCs, laptops, printers, monitors, docking stations, and common office technology.
- Basic understanding of networking, including Wi-Fi, TCP/IP, and connectivity troubleshooting.
- Comfortable installing and physically working with computer hardware and cabling.
- Strong customer-service and communication skills.
- Ability to explain technical issues clearly to non-technical users.
- Able to work independently while knowing when to ask for assistance or escalate an issue.
- Strong organizational and follow-through skills.
Reliability is extremely important for this position. Because this person will be the primary IT presence at the Menlo Park location, we need someone who is dependable, punctual, professional, and comfortable taking ownership of onsite issues.
The right candidate will be:
- Hands-on – willing to get under a desk, trace a cable, replace equipment, or troubleshoot a conference room.
- Customer-focused – patient and professional when working directly with end users.
- Resourceful – willing to investigate an issue and try reasonable troubleshooting steps before escalating.
- A good communicator – able to clearly explain the problem and troubleshooting performed when escalating to another engineer.
- A team player – comfortable working closely with a remote East Coast IT team.
- Dependable – understands the importance of being onsite and available during the required hours.
Benefits
Base Pay: $30-$34/HR + Overtime
Benefits: Participation in group Medical, Dental, Vision, Retirement Plans
Work Environment
This is a 100% onsite position in Menlo Park, California, Monday through Friday from 9:00 AM to 5:00 PM. This is not a remote position.
Skills Required
- 1-3 years of help desk, desktop support, or similar IT experience
- Working knowledge of Windows 10/11 and Microsoft 365
- Experience troubleshooting PCs, laptops, printers, monitors, docking stations, and common office technology
- Basic understanding of networking, including Wi-Fi, TCP/IP, and connectivity troubleshooting
- Ability to install and physically work with computer hardware and cabling
- Strong customer-service and communication skills
- Ability to explain technical issues clearly to non-technical users
- Ability to work independently while knowing when to ask for assistance or escalate issues
- Strong organizational and follow-through skills
- Dependable, punctual, professional, and available onsite during required hours
What We Do
Bit by Bit is a Full Service IT Company. Tech Savvy. Business Smart. since 1987 We provide a wide range of technology products and services and business solutions to companies and organizations of all sizes across a variety of markets. We have specialized expertise in managed services, outsourced IT, Cloud solutions, hosted applications, document delivery and fax solutions, document management, data capture and forms processing solutions, workflow and business process management, collaboration solutions, application development, custom programming, website design, web application services, web experience management, web content management, social community platforms and digital marketing systems. We work with best of breed and industry leading software, hardware and platform providers and take the time to understand our clients specific needs and individual business requirements in order to tailor a solution and implement technology that will increase efficiency and productivity with extremely reliable performance and measurable ROI results. Our technical services and support professionals are experienced, trained and certified technologists, engineers, programmers and developers with a track record of delivering a high level of customer service. We pride ourselves on rapid response times and timely resolution and efficient completion of projects as promised and on budget. What differentiates us is is that we take time to listen and learn and understand the real business needs of our clients. It is not just the technology, but what the proper use of technology can do for you. We work together with you to help you navigate the constantly evolving world of technology and we have the expertise to determine the right path for your business. We value the long term relationships we have with our customers and work hard to continue to earn their trust. We focus on results - our reputation and your success depends on it.
