Information Technology Service Desk

Jade Global; Seattle (WA); On-site; USD 65,000 - 90,000; Full time

Job summary

Jade Global in Seattle is seeking an IT Service Desk / Support Engineer to provide internal IT support across Jira, Okta, and Slack, plus general device and network support. You will troubleshoot Wi-Fi, printers, and endpoint issues, manage tickets in ITSM tools, maintain SLA commitments, and support Mac and Windows environments with IAM/SSO considerations and AV systems in boardrooms.

This role requires strong communication with executives and end-users.

Qualifications

• Experience delivering IT support to internal users.
• Familiar with Windows and Mac environments.
• Knowledge of ITSM processes and ticketing.

Responsibilities

• Troubleshoot Wifi, network, printers.
• Handle user access, authentication, and IT support issues.
• Manage and resolve tickets via ITSM tools and meet SLAs.
• Support Mac and Windows endpoints.
• Configure and manage MDM policies, configurations, and endpoint controls.
• Provide hands-on OS administration, troubleshooting, patching, and endpoint management.
• Own the overall health and reliability of office endpoints.
• Own the office network end-to-end.
• Troubleshoot connectivity issues across network layers and resolve network-related problems.
• Coordinate with external vendors when required.
• Maintain reliable office IT infrastructure.
• Support AV systems, boardrooms, video conferencing systems, displays, printers, and other IT hardware.
• Identity & Access Management (IAM)
• SSO
• Security tooling
• Understand how these technologies integrate within the broader enterprise environment.
• Provide responsive technical support to internal users and senior leadership.
• Troubleshoot hardware, software, network, authentication, and access issues.
• Handle service requests and tickets while maintaining SLA commitments.
• Deliver a high-quality end-user experience.

Skills

Troubleshooting

IT support

User support

SLA management

Communication

Tools

Jira

Okta

Slack

ITSM tools

MDM

AV systems

Job description

We are looking for an IT Service Desk / Support Engineer to provide IT support for internal users across enterprise platforms such as Jira, Okta, and Slack, along with general IT support(Wifi, network, printers trebleshooting). The role involves handling service requests, troubleshooting issues, managing access/authentication, and ensuring timely ticket resolution while meeting SLAs.

Key Responsibilities

• Troubleshoot Wifi, network, printers
• Handle user access, authentication, and IT support issues
• Manage and resolve tickets via ITSM tools
• Ensure SLA adherence and improve user experience

Key Responsibilities

• Manage and support Mac and Windows environments across office endpoints.
• Configure and manage MDM policies, configurations, and endpoint controls.
• Provide hands-on OS administration, troubleshooting, patching, and endpoint management.
• Own the overall health and reliability of office endpoints.

Networking & Office Infrastructure

• Own the office network end-to-end.
• Troubleshoot connectivity issues across network layers and resolve network-related problems.
• Coordinate with external vendors when required.
• Maintain reliable office IT infrastructure.
• Support AV systems, boardrooms, video conferencing systems, displays, printers, and other IT hardware.
• Identity & Access Management (IAM)
• SSO
• Security tooling
• Understand how these technologies integrate within the broader enterprise environment.

User & Executive Support

• Provide responsive technical support to internal users and senior leadership.
• Troubleshoot hardware, software, network, authentication, and access issues.
• Handle service requests and tickets while maintaining SLA commitments.
• Deliver a high-quality end-user experience.