Serve as the first point of contact for users reporting technical problems through help desk tickets.
Diagnose and resolve common hardware, software, and network issues, such as password resets, software installations, Single Sign On, and connectivity problems.
Guide end-users through basic troubleshooting steps and solutions.
Recognize when an issue is beyond their scope and escalate it to Tier 2 support, other specialized teams, or convert to a change request “CR”.
Review tickets and CRs on a regular basis to ensure things are closed out in a timely manner.
Document all issues, troubleshooting steps, and resolutions in a ticketing system.
Maintain strong customer service skills to ensure a positive user experience.
Assist with user setup, password resets, basic training, and other tier 1 responsibilities for Enterprise Applications such as Salesforce, Workday, FreshService, DocuSign, etc.
Arrange shipping and tracking of new and replacement user laptops, securely wipe laptop data.

Requirements

High school degree required
Associate’s degree in IT or related field or 2 years' experience in a similar role preferred.
Basic understanding of computer hardware, operating systems (Windows/macOS), and common software applications
Familiarity with cloud-based platforms such as Microsoft 365, Google Workspace, or Salesforce (training provided)
Strong verbal and written communication skills
Excellent customer service and interpersonal skills
Ability to follow written documentation and standard operating procedures
Willingness to learn and adapt in a fast-paced environment
Ability to prioritize and manage multiple tasks with attention to detail
Ability to work independently and as part of a team
Interest in pursuing a career in IT support, systems administration, or Enterprise Cloud Applications Administration or Development

Benefits

Starting at 18+ days Paid Time Off
14 paid holidays including Martin Luther King Jr. Day, Juneteenth, and Indigenous People’s Day, and personal holidays
401(K) employer matching programs
Comprehensive health and dental benefits package
Health and wellness packages with discounts to local gym
Community service opportunities
In-office snacks and beverages

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

troubleshootinghardware diagnosissoftware installationnetwork issue resolutionpassword resetsSingle Sign Onticketing system documentationoperating systemscloud-based platformsEnterprise Applications

Soft skills

customer servicecommunicationinterpersonal skillsattention to detailadaptabilitytime managementteamworkindependenceproblem-solvingwillingness to learn

Certifications

high school degreeAssociate’s degree in IT