IT Greeter / Technical Triage Specialist

Westbourne; Alameda (CA); On-site; USD 50,000 - 75,000; Full time

Job summary

Westbourne seeks an proactive IT Greeter/Technical Triage Specialist to be the first contact for onsite IT support. You will assess issues, categorise tickets, and route to the right engineers to ensure swift resolutions.

Ideal candidates have 2–4 years in IT service roles, solid knowledge of Windows, Microsoft 365, Outlook, and VPN, and proven customer service and communication skills in a fast-paced environment.

Qualifications

• 2–4 years in IT service desk or desktop support.
• Strong IT troubleshooting and incident triage.
• Experience with Windows, Microsoft 365, Outlook, Teams.
• Familiar with Active Directory and VPN.
• Experience using IT ticketing systems such as ServiceNow or Jira.

Responsibilities

• Be the first point of contact for employees at the onsite IT support desk.
• Welcome and assist employees with IT inquiries, incidents, and service requests.
• Perform initial technical assessments to understand issue urgency and impact.
• Troubleshoot and resolve basic technical issues where possible.
• Categorise, prioritise, and assign tickets to L1/L2/L3 engineers.
• Coordinate with onsite engineers and remote IT support teams for resolution.

Skills

Incident triage

Windows OS

Microsoft 365

Outlook

Teams

Active Directory

VPN

Network connectivity

ServiceNow

Jira

Customer service

Communication

Multitasking

Tools

ServiceNow

Jira Service Management

Jira

Job description

Role Overview

We are seeking a proactive, customer-focused, and technically knowledgeable IT Greeter / Technical Triage Specialist to serve as the first point of contact for employees requiring onsite IT assistance. This role goes beyond traditional front-desk support. The successful candidate will possess a strong understanding of IT systems, hardware, software, and common technical issues, enabling them to accurately assess, prioritise, and direct support requests to the appropriate technical teams. The IT Greeter will play a key role in delivering a seamless employee IT support experience by ensuring that issues are understood, correctly categorised, and efficiently routed for resolution.

Key Responsibilities

IT Support & Technical Triage

• Act as the first point of contact for employees visiting the onsite IT support desk.
• Welcome and assist employees with IT-related enquiries, incidents, and service requests.
• Perform initial technical assessments to understand the nature, urgency, and impact of reported issues.
• Troubleshoot and resolve basic technical issues where possible.
• Accurately categorise, prioritise, and assign support tickets to the appropriate L1, L2, or L3 engineers.
• Identify critical or recurring technical issues and elevate them promptly.
• Ensure all incidents and service requests are logged and tracked through the IT Service Management (ITSM) system.

Technical Knowledge & Troubleshooting

• Demonstrate a strong understanding of common IT issues relating to laptops, desktops, mobile devices, operating systems, networks, and business applications.
• Assist with basic troubleshooting of Microsoft 365, Outlook, Teams, VPN connectivity, printers, and peripheral devices.
• Recognise issues involving user accounts, passwords, access permissions, connectivity, and system performance.
• Gather relevant technical information before escalating incidents to minimise resolution times.
• Coordinate with onsite engineers and remote IT support teams to ensure effective issue resolution.

Customer Service & Employee Experience

• Deliver a professional, friendly, and efficient IT support experience to all employees.
• Communicate clearly with users to understand technical concerns and explain next steps.
• Manage user expectations regarding ticket priorities, resolution times, and escalation procedures.
• Maintain a welcoming and organised onsite IT support environment.
• Follow up on outstanding requests and ensure employees receive timely updates.
• Build positive working relationships with employees and technical support teams.

Incident Management & Service Coordination

• Create, update, and manage tickets using ITSM platforms such as ServiceNow, Jira Service Management, or similar tools.
• Ensure accurate documentation of reported issues, troubleshooting steps, and ticket assignments.
• Monitor incoming requests and identify incidents requiring immediate attention.
• Coordinate with Concierge Engineers, Service Desk teams, and senior technical engineers.
• Support adherence to agreed service-level agreements (SLAs) and IT support procedures.
• Contribute to knowledge base articles, troubleshooting guides, and process improvements.

Required Skills & Experience

• 2-4 years of experience in IT Service Desk, Desktop Support, IT Helpdesk, or a similar technical support role.
• Strong understanding of IT troubleshooting principles and incident triage.
• Working knowledge of Windows operating systems, Microsoft 365, Outlook, Teams, and common enterprise applications.
• Familiarity with laptops, desktops, mobile devices, printers, and peripheral devices.
• Basic understanding of Active Directory, user account management, VPN, Wi-Fi, and network connectivity.
• Experience using IT ticketing systems such as ServiceNow, Jira, or similar platforms.
• Ability to identify, categorise, and prioritise technical incidents accurately.
• Excellent customer service, communication, and interpersonal skills.
• Strong organisational skills and the ability to handle multiple support requests.
• Confidence communicating with both technical and non-technical employees.
• Ability to work independently in a fast-paced corporate environment.

Desirable Qualifications

• CompTIA A+ certification or equivalent technical qualification.
• ITIL Foundation certification.
• Microsoft 365 Fundamentals or other relevant Microsoft certifications.
• Previous experience in an onsite IT support, Tech Bar, IT Walk-Up Desk, or IT Concierge environment.
• Experience supporting employees in a multinational or enterprise organisation.

Ideal Candidate Profile

The ideal candidate will be a technically capable IT support professional with excellent customer service and problem-solving skills.

They should be able to understand a wide range of IT issues, ask the right diagnostic questions, assess the level of technical support required, and ensure each issue reaches the most appropriate engineer.

This position requires more than simply receiving and assigning tickets. The successful candidate must demonstrate sufficient technical knowledge to make informed triage decisions, prevent unnecessary escalations, and contribute to an efficient and high-quality IT support service.

Key Success Measures

• Accurate and timely triage of incoming IT incidents and service requests.
• Effective assignment of tickets to the appropriate support teams.
• Reduced ticket reassignment and unnecessary escalations.
• Positive employee feedback and high customer satisfaction.
• Timely escalation of business-critical IT issues.
• Accurate ticket documentation and adherence to IT service management procedures.

Work Requirements

• Full-time onsite position based in Alameda, California.
• Required to work onsite five days per week.
• No remote or hybrid working arrangements.
• Ability to collaborate closely with onsite IT engineers, the Service Desk, and other technical teams.