Technical Support Agent - On-site

Overview:
We're looking for a dependable and technically skilled Technical Support Agent to join our Technical Support team in San Diego. Satechi is a San Diego-based consumer electronics brand known for premium accessories built for the modern workspace. You'll work with a collaborative team, gain hands-on experience with cutting-edge connectivity hardware, and play a direct role in both our customer experience and internal IT operations.This full-time, on-site role covers daily help desk operations, hardware and software troubleshooting, internal IT support, and employee onboarding and offboarding.

What You Will Be Doing:
Help Desk & Customer Support

• Manage and resolve Zendesk tickets, inbound calls, and live chat with timely follow-through
• Troubleshoot hardware, software, USB-C, Thunderbolt, docking stations, hubs, and display connectivity issues
• Support customers with compatibility troubleshooting across Windows and macOS
• Apply structured troubleshooting methodology before approving replacements or returns

On-Site IT & Desktop Support

• Provide in-person support for employees across laptops, desktops, monitors, printers, and mobile devices
• Troubleshoot USB, USB-C, HDMI, DisplayPort, Ethernet, and power delivery configurations
• Perform system imaging, device configuration, equipment swaps, and workspace setup

Onboarding, Offboarding & Asset Management

• Deploy and configure equipment for new hires; provision user accounts, licenses, and role-based access
• Coordinate with HR to ensure Day 1 readiness for all new employees
• Collect and securely decommission equipment and disable accounts during offboarding
• Maintain accurate IT asset inventory and support device refresh cycles using Iru (formerly Kandji) or JAMF

Equipment Testing & Process Improvement

• Test returned devices and validate USB-C, docking, and multi-display functionality
• Identify recurring product or usage patterns and document findings clearly
• Contribute to workflow improvements, system rollouts, and tooling enhancements

What We're Looking For:

• Associate's or bachelor's degree in IT or a related field — OR equivalent hands-on experience
• Experience in hardware troubleshooting, desktop support, and multi-display/docking configurations
• Background in ticket-based, phone, or chat support environments
• Strong documentation, communication, and problem-solving skills

Preferred

• CompTIA A+ certification (or willingness to obtain)
• Zendesk or comparable CRM/ticketing platform experience
• MDM tool experience: Iru (formerly Kandji), JAMF, or Intune
• Basic networking knowledge (TCP/IP, DNS, DHCP)
• Familiarity with power delivery standards and display protocols
• Experience with AI highly preferred

Why you'll love working at Satechi:

• Competitive salary package with up to 10% end-of-the-year performance bonuses.
• Comprehensive benefits package including health, dental, and vision insurance, and 401k.
• Work environment promoting work-life balance.
• A dynamic , diverse, equitable and inclusive workplace culture with opportunities for professional growth.

The pay range for this position in California is $23-25 per hour; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location.

Satechi is an equal opportunity employer committed to an inclusive workplace.