Global IT Helpdesk Technician – Desktop & User Support

EOS IT Solutions; San Francisco (CA); On-site; USD 39,000 - 45,000; Full time

Job summary

EOS IT Solutions is seeking a Helpdesk Specialist to maintain our IT infrastructure and provide timely technical support to internal and external stakeholders, ensuring high levels of customer satisfaction.

You will handle laptop/hardware and software issues, manage ITSM tickets, Slack and Jira queues, and assist with Google Workspace and device imaging while following EOS policies to ensure reliable operations.

Qualifications

• Technical certification or bachelor's degree in IT-related field preferred.
• Ability to communicate and write proficiently in a corporate environment.
• 3-6+ years of proven experience in a helpdesk or technical support role.
• Strong understanding of Apple operating systems, software applications, and network systems.
• Excellent problem-solving and communication skills.
• A commitment to providing exceptional customer service.
• Ability to work independently and in a team-oriented environment.
• Familiarity with IT service management (ITSM) and helpdesk software is a plus.

Responsibilities

• Processing of laptop replacement queue.
• First point of contact within Global Service Desk (GSD) support channels including ITSM ticketing platforms, Slack support channels, and in-office walk-up support.
• Respond to common technical difficulties, training and guidance requests from user base involving desktop/laptop hardware and software/applications
• Monitoring and actioning appropriate ITHELP Jira queues as directed by GSD
• Software Provisioning / Deprovisioning within scope/access constraints of role within GSD
• Adherence to standard ticket handling practices as directed by GSD (e.g., components, labels, other ITSM related fields)
• Slack Administration (within role access constraints)
• Google Workspace Administration (within role access constraints) Laptop imaging and set up for new and existing employees.
• Ensure Standard Operation Principles (SOPs) are followed, and all processes and procedures adhere to EOS company policy/standards.
• Primary ownership of cadenced (as directed by GSD) office desk workspaces for peripheral testing, replacement and general tech readiness
• Other IT/Helpdesk support as needed.

Skills

Apple macOS knowledge

Customer support

Problem solving

Education

Bachelor's degree in IT or related field

Technical certification

Tools

ITSM ticketing platforms

Slack

Job description

EOS IT Solutions is seeking a Helpdesk Specialist to maintain our IT infrastructure and provide timely technical support to internal and external stakeholders, ensuring high levels of customer satisfaction.

You will handle laptop/hardware and software issues, manage ITSM tickets, Slack and Jira queues, and assist with Google Workspace and device imaging while following EOS policies to ensure reliable operations.