Onsite IT Concierge & Technical Triage Specialist

Westbourne; Alameda (CA); On-site; USD 50,000 - 75,000; Full time

Job summary

Westbourne seeks an proactive IT Greeter/Technical Triage Specialist to be the first contact for onsite IT support. You will assess issues, categorise tickets, and route to the right engineers to ensure swift resolutions.

Ideal candidates have 2–4 years in IT service roles, solid knowledge of Windows, Microsoft 365, Outlook, and VPN, and proven customer service and communication skills in a fast-paced environment.

Qualifications

• 2–4 years in IT service desk or desktop support.
• Strong IT troubleshooting and incident triage.
• Experience with Windows, Microsoft 365, Outlook, Teams.
• Familiar with Active Directory and VPN.
• Experience using IT ticketing systems such as ServiceNow or Jira.

Responsibilities

• Be the first point of contact for employees at the onsite IT support desk.
• Welcome and assist employees with IT inquiries, incidents, and service requests.
• Perform initial technical assessments to understand issue urgency and impact.
• Troubleshoot and resolve basic technical issues where possible.
• Categorise, prioritise, and assign tickets to L1/L2/L3 engineers.
• Coordinate with onsite engineers and remote IT support teams for resolution.

Skills

Incident triage

Windows OS

Microsoft 365

Outlook

Teams

Active Directory

VPN

Network connectivity

ServiceNow

Jira

Customer service

Communication

Multitasking

Tools

ServiceNow

Jira Service Management

Jira

Job description

Westbourne seeks an proactive IT Greeter/Technical Triage Specialist to be the first contact for onsite IT support. You will assess issues, categorise tickets, and route to the right engineers to ensure swift resolutions.

Ideal candidates have 2–4 years in IT service roles, solid knowledge of Windows, Microsoft 365, Outlook, and VPN, and proven customer service and communication skills in a fast-paced environment.