Global IT Support Specialist - Service Desk Pro

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

Job summary

EOS IT Solutions is seeking an IT Support Specialist in San Francisco to ensure smooth IT operations and outstanding user support. You will resolve issues promptly and maintain high customer satisfaction across internal and external stakeholders.

You will be the first contact for the Global Service Desk and will handle hardware/software problems, software provisioning, and workplace IT readiness. A strong IT background and customer focus are essential.

Qualifications

• 3–6+ years in a helpdesk or technical support role.
• Excellent problem-solving and communication skills.
• Ability to work independently and in a team.
• Familiarity with ITSM and helpdesk software is a plus.
• Proficient written communication in a corporate environment.

Responsibilities

• Processing of laptop replacement queue.
• First point of contact within Global Service Desk (GSD) support channels including ITSM ticketing platforms, Slack, and in-office walk-up support.
• Respond to common technical difficulties 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 escalation processes for IT tickets.
• Adherence to standard ticket handling practices as directed by GSD (components, labels, ITSM fields).
• Slack administration within role access constraints.
• Google Workspace administration and laptop imaging/setup for new and existing employees.
• Ensure SOPs are followed and all processes adhere to EOS policy/standards.
• Primary ownership of cadenced office desk workspaces for testing, replacement and tech readiness.
• Other IT/Helpdesk support as needed.

Skills

Apple OS knowledge

IT support

Customer service

Communication

Problem-solving

Education

Bachelor's degree in IT

Technical certification

Tools

ITSM

Jira

Slack

Google Workspace

Job description

EOS IT Solutions is seeking an IT Support Specialist in San Francisco to ensure smooth IT operations and outstanding user support. You will resolve issues promptly and maintain high customer satisfaction across internal and external stakeholders.

You will be the first contact for the Global Service Desk and will handle hardware/software problems, software provisioning, and workplace IT readiness. A strong IT background and customer focus are essential.