L2 Service Desk Technician - Mac + Windows VIP

Covestic; San Francisco (CA); Sur place; USD 65 000 - 90 000; Plein temps

Résumé du poste

Covestic is seeking an IT Help Desk Technician in San Francisco to support MacOS and Windows environments in a fast-paced, collaborative setting.

You will handle chat, ticket, and phone requests, assist with remote installations, and support collaboration tools across Google Workspace, Slack, and Teams. A proactive, empathetic communicator with 3+ years of experience will thrive here.

Qualifications

• HS Diploma or GED.
• 3+ years in a Help Desk role with walk-up service; 80% MacOS, 20% Windows.
• Strong interpersonal communication and empathy.
• Proficient in Mac OS command line troubleshooting and app fixes.
• Familiar with Slack, Teams, Google Workspace.
• Experience with Exchange or Google Admin; Groups/permissions.
• Experience with ServiceNow, Zendesk, Jira, or Okta.
• Experience supporting PCs and Windows in enterprise environments.
• Strong iOS and Android device support knowledge.
• Knowledge of Zoom and WebEx for video conferencing.
• Active Directory familiarity.

Responsabilités

• Apply critical thinking to complex user requests and provide context to deliver the best solutions quickly.
• Troubleshoot client-side network issues including authentication, remote access, Wi-Fi and internal network access.
• Support user requests and perform remote installations as needed.
• Assist remote users with password resets and access problems.
• Support messaging and calendar services and content collaboration.
• Support mobile devices in a business setting.
• Lead in ticket processes and coach others when workflow gaps are found.
• Attend weekly team syncs and drive actionable discussions.
• Demonstrate learning agility by seeking answers when challenged.
• Seek feedback to optimize support and understand user needs.

Connaissances

Interpersonal communication

Empathy

Problem solving

Learning agility

Team collaboration

Formation

HS Diploma or GED

Outils

Slack

Teams

Google Workspace

Microsoft Exchange

Active Directory

ServiceNow

Zendesk

Jira

Okta

Windows support

MacOS

Description du poste

Covestic is seeking an IT Help Desk Technician in San Francisco to support MacOS and Windows environments in a fast-paced, collaborative setting.

You will handle chat, ticket, and phone requests, assist with remote installations, and support collaboration tools across Google Workspace, Slack, and Teams. A proactive, empathetic communicator with 3+ years of experience will thrive here.