Desktop Support Engineer

Desktop Support Engineer

Information Technology Department

Work Status:

Full Time

FLSA Status:

Exempt

Location of Job:

Davies Symphony Hall

San Francisco, CA

Salary:

Pay Grade H

$84,486 – 91,940

Schedule:

Hybrid

Regular Hours:

9 am-5 pm; intermittent evenings and weekends

Reports To:

Chief Information Officer

Supervisory:

No

THE ORGANIZATION

The San Francisco Symphony is among the most adventurous and innovative arts institutions in the United States, celebrated for its artistic excellence, creative performance concepts, award-winning recordings, and standard-setting education and community engagement programs. Since it was established in 1911, the Symphony has grown in acclaim under a succession of distinguished music directors: Henry Hadley, Alfred Hertz, Basil Cameron, Issay Dobrowen, Pierre Monteux, Enrique Jordá, Josef Krips, Seiji Ozawa, Edo de Waart, Herbert Blomstedt, Michael Tilson Thomas, and Esa-Pekka Salonen. In May 2026, the Symphony announced Elim Chan as the 13th Music Director in its 115-year history, beginning with the 2027–28 season. One of the most sought-after artists of her generation, Elim Chan embodies the spirit of contemporary orchestral leadership with her crystalline precision and expressive zeal.

The San Francisco Symphony presents more than 200 concerts and presentations annually for an audience of nearly 350,000 in its home of Davies Symphony Hall and around the Bay Area. The Orchestra performs a robust schedule of core classical concerts from September through June, and offers a dynamic mix of holiday programs, groundbreaking SoundBox performances, chamber concerts, guest artist recitals, live-to-film presentations, popular artist collaborations, a month-long summer series, and other special events that invite audiences across the Bay Area to connect with the Symphony in ways that resonate with their interests, experiences, and traditions.

As a cornerstone of its mission, the San Francisco Symphony provides some of the most extensive education and community programs offered by any American orchestra. The Symphony’s free music education experiences engage students in grades 1–12 throughout the San Francisco Unified School District (SFUSD), serving more than 25,000 students annually.

In 2001, the SF Symphony became the first American orchestra to launch its own in-house record label, SFS Media. Recorded live in concert and engineered at Davies Symphony Hall, SFS Media recordings showcase music by contemporary composers as well as core classical masterworks. In 2023, the San Francisco Symphony partnered with Apple for the launch of a new classical music streaming app, Apple Music Classical, and has since released 17 spatial audio recordings of live concert performances through the app. San Francisco Symphony radio broadcasts, the first in the nation to feature symphonic music when they began in 1926, today carry the Orchestra’s concerts across the country. In 2004, the SF Symphony launched the groundbreaking multimedia Keeping Score series on PBS-TV and the web; the series was made available for unlimited free streaming on the Symphony’s YouTube channel in 2020. In 2014, the San Francisco Symphony inaugurated SoundBox, an experimental and eclectic live music series, which takes place in an alternative performance space located backstage at Davies Symphony Hall. For its adventurous programming, the Symphony has been honored 19 times by the American Society of Composers, Authors and Publishers, and the Symphony’s recordings have garnered France’s Grand Prix du Disque and Britain’s Gramophone Award, as well as 17 Grammy® Awards.

JOB SUMMARY

The Desktop Support Engineer provides responsive, customer-focused technical support across the organization. Serving as the primary point of contact for daily IT operations, this role resolves Tier 1 and Tier 2 support requests, leads workstation provisioning and hardware lifecycle management, enforces endpoint security and patching standards, and administers Microsoft 365 alongside core business SaaS applications. The position also manages end-to-end IT onboarding and offboarding, interfaces with third-party vendors for advanced system support, and creates clear, accessible technical documentation for both technical and non-technical staff.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Serve as the primary point of contact for incoming helpdesk requests, prioritizing, troubleshooting, and resolving Tier 1 and Tier 2 support tickets in adherence with internal IT SLAs.
• Appropriately triage and escalate complex Tier 3, network, and infrastructure issues to senior IT team members.
• Configure, image, deploy, and maintain Windows and macOS computers, mobile devices, printers, VOIP phones, and associated peripherals in accordance with IT standards.
• Manage end-to-end IT onboarding workflows, including user account provisioning, equipment procurement, hardware imaging and setup, and conducting initial IT orientations for new staff.
• Manage end-to-end IT offboarding workflows, including deprovisioning account access, collecting equipment, securely wiping returned hardware, and updating asset records.
• Administer, monitor, and troubleshoot user accounts, permissions, and group access within Microsoft 365 (Exchange Online, SharePoint Online, Teams), Single Sign-On (SSO), and supported business applications.
• Monitor, troubleshoot, and remediate endpoint security alerts, patch compliance, OS upgrades, disk encryption status, antivirus health, and device management exceptions.
• Maintain accurate hardware, software, license, and asset inventory records, ensuring transparent tracking from initial acquisition to decommissioning.
• Engage and coordinate directly with third-party software, hardware, and systems support vendors to diagnose technical issues, process warranty repairs, and resolve service outages.
• Create and update user-friendly self-help guides for staff, while documenting internal administrative procedures, account change logs, and standard troubleshooting workflows for the IT team.
• Train new and existing staff on workstation basics, collaboration tools, security best practices, and ticket submission processes.
• Identify recurring user pain points and system issues, proactively recommending workflow, security, or technology improvements to IT leadership.