We are looking for an IT Support Specialist to join the growing IT Support team of our client. In this role, you will help craft the IT support experience, focusing on the support experience
throughout the company. You’ll help on supporting in-office meeting systems, collaborating
closely with our Workplace team while working mainly with the IT team. With the IT team, you
will work on tickets and projects, especially with tools at the company like Okta, Jamf, InTune,
Slack, Zoom, Google Workspace. We are especially looking for someone who has experience
working with stakeholders on our collaboration tools to ensure efficiency. The client is mostly Mac
shop but will be onboarding Windows devices soon.
About the role
Location: San Francisco HQ
As an IT Support Specialist, you’ll help to:
Build and implement a program to deliver the best possible technology support experience.
Hone and refine all aspects of IT Support, whether it's the tools or the team
Ticketing and triaging internal user requests
Long term project work involving IT and Security requests
Guide, mentor, and support IT Support teammates
Contribute to and maintain our knowledge-base articles with How-To guides for end users and teammates.
Measure, report, and drive IT support KPIs
Effectively respond to and triage escalations as necessary.
Assist with testing and provide feedback on the overall end user experience.
About you
You’ll thrive as an IT Support Engineer on our IT Support team if you:
Take ownership of reported issues and seeing problems through to resolution
Communicate empathetically, but also with clarity and conciseness both in person, through Slack, and by documenting your work in our ticket management system and knowledge base
Enjoy helping others develop their skills
Have expert-level knowledge of Apple and Windows hardware and SaaS apps like Google Workspace and Okta in an enterprise environment
Have experience in identifying and automating repetitive tasks and service requests
Have helped deliver IT Support on a global scale