IT Support Specialist - Entry

Ursus; San Francisco (CA); On-site; USD 150,000 - 200,000; Full time

Job summary

A leading company in interactive and digital entertainment is seeking an experienced IT Support Specialist. This critical role involves providing high-quality technical support for hardware, software, and service-related incidents, ensuring fast resolutions in a dynamic environment. Ideal candidates will have strong problem-solving skills, excellent communication abilities, and a background in desktop support.

Benefits

Medical benefits

Dental benefits

Vision benefits

401K benefits with company matching

Qualifications

• 3+ years of experience in on-site desktop support.
• 1+ year of experience providing support to executives.
• Strong proficiency with Windows 11 and macOS.

Responsibilities

• Provide hands-on technical support for hardware and software.
• Ensure timely resolution of all open tickets.
• Support macOS and Windows endpoints.

Skills

Desktop support

Customer service

Problem-solving

Communication

Troubleshooting

Education

Associate degree in Information Technology

Bachelor’s degree in Computer Science or related field

Tools

MS Office

ServiceNow

JIRA

JAMF

Job description

JOB TITLE: IT Support Specialist - Entry
LOCATION: 3 days onsite at San Mateo HQ, 2 days onsite in San Francisco office
DURATION: 6 months
PAY RANGE: $23.00 - $33.15/hr

TOP 3 SKILLS:

• 3+ years of experience in on-site desktop support and end-user customer service.
• 1+ year of experience providing direct support to executive-level staff.
• Strong proficiency with Windows 11 and macOS in an enterprise environment.

COMPANY:
Our client is a a global leader in interactive and digital entertainment.


Job Summary
We are seeking an experienced and customer-focused IT Support Specialist to join our team. This role is critical in ensuring the consistent delivery of high-quality technical support across our organization. The ideal candidate will possess a strong technical background, excellent communication skills, and a passion for problem-solving in a fast-paced, engineering-driven environment.

Key Responsibilities

• Provide hands-on technical support for hardware, software, and service-related incidents and requests.
• Ensure timely resolution and thorough follow-up on all open tickets.
• Respond to and resolve high-priority issues with urgency, especially in engineering and executive environments.
• Support and manage macOS and Windows endpoints, ensuring compliance with corporate IT standards.
• Support and execute security remediations as needed.
• Assist in root cause analysis and resolution of recurring or trending issues.
• Maintain detailed and user-friendly internal knowledge base documentation.
• Maintain accurate inventory and asset records in the asset management system.
• Take part in onsite and virtual Walk-up desk rotations.
• Take part with On-Call rotations to support global 24/7 business operations.
• Perform other related duties as assigned.

Required Qualifications

• 3+ years of experience in on-site desktop support and end-user customer service.
• 1+ year of experience providing direct support to executive-level staff.
• Strong proficiency with Windows 11 and macOS in an enterprise environment.
• Experience supporting mobile devices (iOS/Android) managed via MDM solutions.
• Familiarity with cloud-based platforms such as Microsoft 365, Google Workspace (GSuite), Box, SAP, Okta, Nexthink, etc.
• Proficiency in supporting standard desktop applications (e.g., MS Office, Office 365, antivirus solutions).
• Experience working in an environment with JAMF, Ivanti, or other end point management systems.
• Experience with enterprise ticketing systems (e.g., ServiceNow, Remedy, JIRA).
• Solid understanding of Active Directory and Exchange user/mailbox administration.
• Strong hardware troubleshooting skills (laptops, desktops, and printers).
• Excellent verbal and written communication skills; able to explain complex concepts to non-technical users.
• Demonstrated ability to work independently in a fast-paced, dynamic environment.
• Strong problem-solving skills with attention to detail and urgency.
• Ability to analyze logs, error messages, and test results to diagnose issues.
• Ability to lift and move equipment up to 50 lbs.

Education and Certifications

• Associate degree in Information Technology or related field required; Bachelor’s degree in Computer Science, Information Systems, or related field preferred.
• Industry certifications (Microsoft, Apple, etc.) preferred but not required.

BENEFITS SUMMARY: Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching.

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