IT Service Desk Pro: First-Line Tech Support

Paylocity; Irvine (CA); On-site; USD 48,000 - 64,000; Full time

Job summary

Westcliff University is seeking an IT Service Desk Specialist to provide first-line technical support to students, faculty, and staff. The IT Service Desk Specialist will be the primary contact for technology-related questions, helping users resolve hardware, software, account access, and connectivity issues.

This Tier 1 role emphasizes timely ticket resolution, customer service, and accurate documentation.

Qualifications

• Bachelor's degree in IT or related field.
• 1–3 years IT support experience.
• Troubleshooting Windows and common user issues.
• Experience with cloud-based apps and user accounts.
• Familiarity with Google Workspace and/or Microsoft 365.
• Basic knowledge of SSO and MFA.
• Strong problem-solving and troubleshooting skills.
• Excellent written and verbal English communication.
• Strong customer service and interpersonal skills.
• Ability to manage multiple tickets and priorities.
• On-site team collaboration ability.

Responsibilities

• Serve as the first point of contact for IT support requests from students, faculty, and staff.
• Monitor, prioritize, and resolve tickets in TeamDynamix.
• Provide professional tech support via ticketing, email, phone, chat, and remote tools.
• Provide basic support for Google Workspace apps.
• Assist with Google account password resets and access issues.
• Provide first-level support for Okta (SSO, MFA).
• Provide basic Zoom support for access and issues.
• Assist students with access to GAP courses and related systems.
• Support Windows computers and desktop applications.
• Verify user identity before password resets or account changes.
• Document troubleshooting steps in the ticketing system.
• Escalate unresolved issues with complete documentation.
• Follow IT policies and service standards.
• Maintain high customer service and explain technical info to non-technical users.
• Identify recurring issues and contribute to knowledge base.
• Participate in training and ongoing development.

Skills

Customer service

Problem solving

Multitasking

Team collaboration

English proficiency

Education

Bachelor's degree in IT/CS/Info Systems or related field

Tools

Google Workspace

Okta

Zoom

Windows 10/11

Microsoft 365

TeamDynamix

Job description

Westcliff University is seeking an IT Service Desk Specialist to provide first-line technical support to students, faculty, and staff. The IT Service Desk Specialist will be the primary contact for technology-related questions, helping users resolve hardware, software, account access, and connectivity issues.

This Tier 1 role emphasizes timely ticket resolution, customer service, and accurate documentation.