First-Line IT Support Specialist

Jobtailor; Milpitas (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

Jobtailor in Milpitas, CA seeks an entry-level IT Help Desk professional to provide first-level support via phone, email, or in person, and to diagnose common hardware, software, and network issues.

You will assist with password resets, software applications, workstation setup for new employees, maintain the ticketing system, and help ensure SLAs are met while delivering strong customer service.

Qualifications

• 1-2 years of experience in a help desk or IT support role.
• High school diploma or equivalent (Associate's degree or technical certifications preferred).
• CompTIA A+ or equivalent certification is preferred.
• Familiarity with ITIL practices is a plus.
• Basic knowledge of Windows/MacOS, Microsoft Office Suite, and common software applications.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work in a fast-paced environment and prioritize tasks effectively.

Responsibilities

• Provide first-level technical support to users via phone, email, or in person.
• Diagnose and troubleshoot basic hardware, software, and network issues.
• Assist with password resets, account unlocks, and basic system administration tasks.
• Install, configure, and maintain computer systems, printers, and other peripherals.
• Escalate unresolved issues to IT Support L2 or appropriate teams.
• Maintain and update ticketing system with details of issues and resolutions.
• Ensure adherence to service level agreements (SLAs) and response times.
• Provide support for software applications commonly used within the organization.
• Assist in setting up and supporting workstations for new employees.
• Document procedures and provide end-user training on basic technical issues.
• Maintain IT inventory records and ensure hardware availability.

Skills

First-level support

Troubleshooting

Customer service

Windows/macOS basics

Education

High school diploma

Tools

Ticketing system

ITIL knowledge

Job description

Jobtailor in Milpitas, CA seeks an entry-level IT Help Desk professional to provide first-level support via phone, email, or in person, and to diagnose common hardware, software, and network issues.

You will assist with password resets, software applications, workstation setup for new employees, maintain the ticketing system, and help ensure SLAs are met while delivering strong customer service.