Help Desk Technician

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation.

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

Full-Time Employee Benefits Include:

💰 Competitive Salary & Equity

💹 401(k) Program with a 4% match (US Only)

⚕️ Health, Dental, Vision and Life Insurance

🩼 Short Term and Long Term Disability

🚼 Paid Parental, Medical, Caregiver Leave

🏝 Flexible Time Off (FTO) + Holidays

🚗 Commuter Benefits (In-Office Only)

📱 Monthly Wellness Stipend

🧑‍💻 Autonomous Work Environment

🖥 In Office Set-Up Reimbursement (In-Office Only)

🚀 Quarterly Team Gatherings

☕ In Office Amenities (In-Office Only)

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