Tier 1 Help Desk

Key Responsibilities

• Serve as the first point of contact for employee IT support requests.
• Provide technical assistance through ticketing systems, email, and chat platforms.
• Troubleshoot password resets, account lockouts, SSO issues, and access requests.
• Support daily operations for tools such as Google Workspace, Slack, Zoom, and other business applications.
• Assist with onboarding and offboarding processes, including user account provisioning and deprovisioning.
• Configure, image, deploy, and troubleshoot Mac and Windows laptops.
• Support conference room technology and collaboration tools.
• Maintain accurate ticket documentation and communicate updates to users.
• Escalate complex issues to senior team members when necessary.
• Follow established IT procedures, security standards, and troubleshooting guides.
• Help promote security best practices, including MFA, phishing awareness, and account protection.

Requirements & Tech Stack

• 0-2 years of experience in IT Support, Help Desk, Service Desk, Desktop Support, or a related technical role.
• Internship, Year Up, campus IT, or other hands-on technical experience is welcomed.
• Experience troubleshooting hardware, software, and user account issues.
• Familiarity with Windows and/or macOS environments.
• Basic understanding of networking concepts such as Wi-Fi, VPN connectivity, and user access management.
• Strong customer service and communication skills.
• Ability to work independently while following documented processes.
• Passion for technology and a desire to learn and grow within IT.

Preferred Qualifications

• Experience supporting Google Workspace, Slack, Zoom, or similar collaboration tools.
• Familiarity with ticketing systems such as Freshservice, ServiceNow, or Zendesk.
• Exposure to identity and access management platforms such as JumpCloud, Okta, or Azure AD.
• Understanding of SSO, MFA, and basic security principles.
• Associate degree, technical training program, or equivalent experience.
• CompTIA A+, Google IT Support, ITF+, or similar certifications are a plus.

Technical Environment

• Google Workspace
• Slack
• Zoom
• Freshservice
• JumpCloud
• macOS
• Windows
• Identity & Access Management Tools
• SaaS Applications
• Endpoint Support & Device Deployment

Job Type & Location

• Contract position.
• Location: Mountain View, CA.
• Schedule: Hybrid (4 Days Onsite, 1 Day Remote).
• Duration: 12-Month Contract with Potential Extension.