IT Support Tech (Contractor Role)

Astera Labs (NASDAQ: ALAB) provides rack-scale AI infrastructure through purpose-built connectivity solutions. By collaborating with hyperscalers and ecosystem partners, Astera Labs enables organizations to unlock the full potential of modern AI. Astera Labs’ Intelligent Connectivity Platform integrates CXL®, Ethernet, NVLink, PCIe®, and UALink™ semiconductor-based technologies with the company’s COSMOS software suite to unify diverse components into cohesive, flexible systems that deliver end-to-end scale-up, and scale-out connectivity. The company’s custom connectivity solutions business complements its standards-based portfolio, enabling customers to deploy tailored architectures to meet their unique infrastructure requirements. Discover more at www.asteralabs.com.

Role Overview

Astera Labs is seeking an IT Support Technician to join our growing IT team in San Jose, California. As we scale our AI infrastructure connectivity solutions and expand our global footprint, this role is critical to ensuring our employees have seamless access to the technology and tools they need to innovate and succeed.

You will be the frontline technical resource for our San Jose office, providing hands-on support for hardware, software, and productivity tools while delivering exceptional customer service. This role offers the opportunity to work in a fast-paced, high-growth environment where your technical expertise and problem-solving skills will directly impact employee productivity and satisfaction. You'll partner closely with the IT team to support onboarding, troubleshoot complex issues, manage hardware inventory, and ensure our workforce has the connectivity and computing resources necessary to drive breakthrough innovations in cloud and AI infrastructure.

Key Responsibilities

• End-User Hardware Support & Troubleshooting

• Fulfill hardware requests including monitors, headsets, keyboards, mice, and various peripherals

• Troubleshoot laptop issues including performance problems, audio/visual concerns, system updates, and application installations

• Support Microsoft Office productivity applications and resolve user technical issues

• Upgrade user devices when laptops reach end of life and ensure smooth transitions

• Employee Onboarding & Offboarding

• Set up workstations prior to new employee start dates with monitors, keyboards, mice, and necessary peripherals

• Facilitate onboarding sessions to get new hires' machines running on day one, including Autopilot setup and MS Authenticator configuration

• Assist employees with accessing corporate Teams and Outlook on laptops and mobile devices

• Wipe, retire, and prepare laptops for re-use at the end of the offboarding cycle

• Helpdesk & Ticket Management

• Serve as the first line of contact for walk-up technical support across various IT issues

• Monitor open tickets continuously and assign to appropriate team members

• Triage and escalate tickets that require specialized support to the corresponding IT team member

• Perform password resets and basic account management tasks

• Support enterprise office suite issues including OneDrive and Outlook troubleshooting

• Asset & Inventory Management

• Maintain accurate and continuous records of all hardware assets in IT inventory

• Assist with inventory consolidation across monitors, laptops, and other equipment

• Track hardware lifecycle and proactively identify equipment requiring replacement or upgrade

Basic Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field

• 2+ years of experience in IT support, desktop support, or helpdesk roles

• Strong knowledge of Windows and Mac operating systems

• Experience with Microsoft 365 suite, including Teams, Outlook, OneDrive, and Authenticator

• Hands-on experience with hardware troubleshooting and end-user device support

• Excellent customer service skills with ability to communicate technical concepts to non-technical users

• Strong organizational skills and attention to detail for inventory and ticket management

Preferred Qualifications

• CompTIA A+, Network+, or other relevant IT certifications

• Experience with Jira Service Management or similar ticketing systems

• Familiarity with Microsoft Intune, Autopilot, and endpoint management tools

• Previous experience supporting a fast-paced technology or semiconductor company

• Knowledge of networking fundamentals and basic troubleshooting

• Ability to work independently and manage multiple priorities in a dynamic environment

*This is a contractor role and will be paid on an hourly rate based on experience. *

We know that creativity and innovation happen more often when teams include diverse ideas, backgrounds, and experiences, and we actively encourage everyone with relevant experience to apply, including people of color, LGBTQ+ and non-binary people, veterans, parents, and individuals with disabilities.