IT Support Specialist

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

OUR COMPANY:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU WILL DO:

As a IT Support Specialist, you will play a crucial role in ensuring the smooth and efficient operation of our organization's information technology infrastructure. You will be responsible for providing technical support to our internal and external stakeholders, resolving issues promptly, and maintaining a high level of customer satisfaction. Your expertise and dedication will contribute to the overall success of our IT department and the company as a whole.

KEY RESPONSIBILITIES:

• Processing of laptop replacement queue.
• First point of contact within Global Service Desk (GSD) support channels including (but not limited to) ITSM ticketing platforms, Slack support channels (as determined by GSD leadership), and in-office walk-up support.
• Respond to common technical difficulties, training 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 standard escalation processes for IT tickets
• Adherence to standard ticket handling practices as directed by GSD (e.g., components, labels, other ITSM related fields)
• Slack Administration (within role access constraints)
• Google Workspace Administration (within role access constraints) Laptop imaging and set up for new and existing employees.
• Ensure Standard Operation Principles (SOPs) are followed, and all processes and procedures adhere to EOS company policy/standards.
• Primary ownership of cadenced (as directed by GSD) office desk workspaces for peripheral testing, replacement and general tech readiness
• Other IT/Helpdesk support as needed.

ESSENTIAL CRITERIA:

• Strong understanding of Apple operating systems, software applications, and network systems.
• Technical certification or bachelor's degree in IT-related field preferred.
• 3-6+ years of proven experience in a helpdesk or technical support role.
• Excellent problem-solving and communication skills.
• A commitment to providing exceptional customer service.
• Ability to work independently and in a team-oriented environment.
• Familiarity with IT service management (ITSM) and helpdesk software is a plus.
• Ability to communicate and write proficiently in a corporate environment.

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws.

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.

#INDNAMER

Pay Range

$28—$33 USD