IT Helpdesk Support

CrackaJack Digital Solutions LLC; Santa Clara (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

CrackaJack Digital Solutions LLC in Santa Clara, CA is seeking an experienced IT Helpdesk Specialist for a full-time, onsite role under a long-term contract. The position requires 6+ years of IT helpdesk experience and hands-on support across Windows, macOS, and Linux.

You will diagnose issues, assist end-users via phone, email, chat, and remote sessions; manage user accounts, document solutions, and contribute to service improvements while maintaining security policies.

Qualifications

• 6+ years of IT helpdesk support experience.
• Strong proficiency across Windows, macOS, and Linux.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to thrive in a fast-changing environment with competing priorities.
• Self-motivated, able to work independently and in a team.

Responsibilities

• Provide expert technical assistance as the primary contact for end-users via phone, email, chat, and remote access.
• Troubleshoot and resolve issues across computer systems, hardware, software, and networks.
• Manage user accounts, password resets, access permissions, and onboarding.
• Develop and maintain technical documentation, knowledge base, and runbooks.
• Analyze tickets and trends to identify root causes and drive improvements.
• Maintain IT assets, inventory, and lifecycle tracking; support procurement.
• Provide on-site and virtual support for meetings and collaboration tools (Teams, Zoom).
• Ensure all activities comply with IT policies and security protocols.
• Escalate complex issues to Tier 2 or specialized teams as needed.
• Pursue ongoing training to stay current with technologies.

Skills

Windows

macOS

Linux

Customer service

Communication

Adaptability

Autonomy

Teamwork

Education

Associate’s degree in IT or related field

Job description

Location: Santa Clara, CA (Full-Time Onsite)
Contract: Long-Term Contract
Experience: 6+ Years

Responsibilities

• Provide Expert Technical Assistance: Serve as the primary point of contact for technical support, delivering prompt and effective assistance to end-users via phone, email, chat, and remote access.
• Troubleshoot and Resolve Issues: Diagnose and resolve technical issues related to computer systems, hardware, software, and network connectivity across Windows, macOS, and Linux operating systems.
• Enhance User Productivity: Manage user accounts, including password resets, access permissions, and new user onboarding, ensuring seamless access to essential applications and services.
• Drive Documentation & Knowledge Sharing: Develop and maintain comprehensive technical documentation, knowledge base articles, and runbooks to empower users and streamline future support processes.
• Analyze and Improve: Proactively analyze support tickets and trends to identify root causes, recommend solutions, and contribute to continuous service improvement initiatives.
• Maintain IT Infrastructure: Perform asset inventory management, track hardware/software life cycles, and support the procurement of IT equipment to ensure optimal resource allocation.
• Support Critical Operations: Facilitate seamless virtual and in-person meetings by providing technical setup and on-site support for audio/visual and collaboration platforms (e.g., Teams, Zoom).
• Ensure Compliance: Execute all support activities in strict accordance with established IT policies, procedures, and security protocols.
• Collaborate and Escalate: Effectively elevate complex issues to Tier 2 Helpdesk Support or specialized IT teams when necessary, ensuring timely resolution and communication.
• Continuous Growth: Actively engage in self-study and training programs to continuously improve technical skills and knowledge, staying abreast of emerging technologies.
• Be a Key Contributor: Actively contribute to an empowered culture where your insights and efforts are critical to the overall success of the organization.

Qualifications

• Education: Associate’s degree in Information Technology, Computer Science, or a related field is preferred, but not required.
• Experience: 6 years of experience in IT helpdesk support.
• Operating System Mastery: Strong proficiency and troubleshooting expertise across diverse operating systems including Windows, macOS, and Linux environments.
• Problem-Solving Acumen: Exceptional analytical and diagnostic skills with a track record of identifying problems, running diagnostic programs, and implementing effective solutions.
• Customer-Centric Approach: Excellent interpersonal, verbal, and written communication skills, coupled with strong customer service orientation to provide a positive user experience.
• Adaptability: Demonstrated ability to thrive and adapt in a dynamic, fast-changing environment with competing priorities and deadlines.
• Autonomy & Teamwork: Self-motivated with the ability to work independently, manage workload effectively, and collaborate seamlessly within a team.