IT Service Desk Associate - San Jose office

Summary: Frank, Rimerman + Co. LLP is a professional services firm seeking an IT Service Desk Associate to provide high touch, white glove technical support to employees and executives. The role involves delivering exceptional customer service, troubleshooting technical issues, and maintaining the firm's standards of professionalism. Responsibilities: - Provide in person and remote support for desktops, laptops, mobile devices, peripherals, and firm-standard applications - Deliver exceptional, calm, polished, and solution-oriented customer service to staff at all levels, including partners and executives - Assist with conference room technology, meeting setups, audio/visual equipment, and executive level support needs - Address incidents and service requests in a timely manner - Troubleshoot issues using diagnostic tools, ticketing systems, and internal knowledge bases - Escalate issues appropriately to team members with clear documentation and work-notes - Prepare and configure workstations for new hires and internal moves - Perform workstation setups, peripheral replacements, and basic hardware troubleshooting - Support firmwide technology rollouts, refresh cycles, and projects as directed - Document troubleshooting steps, resolutions, and follow-up actions in the ticketing system - Contribute to internal and end user knowledge base articles, FAQs, and onboarding guides - Maintain asset records, inventory tracking, and equipment logs - Maintain punctual, dependable attendance to support onsite operational needs - Uphold the firm’s standards of professionalism, confidentiality, and courteous communication - Support a collaborative team culture and assist peers when needed Required Qualifications: - Bachelor's degree, relevant coursework, or 1+ year of IT support experience - Strong understanding of desktops, laptops, peripherals, and core applications such as Windows OS and Microsoft 365 - Familiarity with ticketing systems, remote support tools, and basic troubleshooting utilities - Comfortable supporting mobile devices and collaboration tools commonly used in professional services - Ability to learn new technologies and firm specific software quickly - Exceptional customer service and a polished, professional demeanor - Excellent verbal and written communication skills - Consistently punctual, reliable, and able to manage time effectively - Ability to remain composed under pressure, particularly when assisting executives or during deadline-driven periods - High attention to detail and strong documentation habits - Ability to maintain confidentiality with sensitive information - Willingness to perform other related duties as assigned, including assisting with firmwide initiatives, technology projects, and operational needs - Strong teamwork mindset; comfortable working in a collaborative environment - Ability to lift up to 35 lbs of equipment - Ability to sit, stand, and move throughout the office during the workday - Manual dexterity is needed for handling hardware and setting up workstations Preferred Qualifications: - Certifications such as CompTIA A+ or relevant IT certifications are a plus Required Skills: Windows OS, Microsoft 365 Important Skills: CompTIA A+, Ticketing systems, Remote support tools Nice-to-Have Skills: Customer service, Communication skills, Time management, Attention to detail, Teamwork