Onsite Service Desk Technician

Jobtailor; San Diego (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

Jobtailor is seeking an IT Help Desk professional in San Diego to manage incidents and service requests with focus on ServiceNow, AD, and M365 administration.

You will triage tickets, perform basic troubleshooting, and ensure SLA adherence while upholding security policies and documentation standards.

Qualifications

• 1-2 years in a service desk/help desk or customer-facing tech support role (internships count)
• Hands-on with ServiceNow (or similar ITSM), Active Directory, Microsoft 365, and Intune/JAMF basics
• Windows/macOS, M365/O365 apps, MFA/VPN, SSO basics, printers/peripherals
• Excellent verbal/written communication and documentation skills
• Comfort with ticket triage, prioritization, SLAs/OLAs, and detailed notes
• Basic understanding of Veeva and ability to support client Veeva access/administration requests
• Certifications listed as nice-to-haves: CompTIA A+, ITIL 4 Foundation, HDI Support Center Analyst, Microsoft Fundamentals (MS-900/MD-900)
• Basic scripting (PowerShell/bash) for repetitive tasks and simple automations is a nice-to-have
• Familiarity with Okta/Azure AD, Zoom/Webex admin, SCCM/Autopilot, JAMF Pro, or similar tools is a nice-to-have
• Familiarity with phishing triage, disk encryption, and least-privilege concepts is a nice-to-have

Responsibilities

• Monitor ServiceNow queues and acknowledge new incidents/requests within SLA
• Pick up tickets from chat, phone, email, and portal; perform initial triage and troubleshooting
• Handle Active Directory account tasks, including account creation/modification/disabling, group membership, unlocks, and password resets
• Support Windows/macOS, Microsoft 365, VPN/MFA, printers, and peripherals
• Enroll devices via Intune or Jamf and resolve basic compliance/profile issues
• Document reproduction steps, resolution notes, and user communications in ServiceNow
• Escalate to L2/L3 with complete context and testing notes; follow through until closure
• Contribute to and update knowledge articles and how-to guides
• Support client Veeva access/administration requests
• Perform Microsoft 365 basic administration, including mailboxes, aliases, and Teams/OneDrive issues
• Troubleshoot endpoints, standard software packages, VPN clients, MFA/SSO, Wi-Fi connectivity, and network printers
• Assist with device imaging, re-provisioning, break/fix, and asset handling/tags
• Deliver clear communications, manage expectations, and de-escalate when needed
• Work within ITIL processes and comply with security policies
• Participate in shift coverage and occasional after-hours or weekend support as required
• Meet FCR, CSAT, and SLA response/resolution metrics

Skills

ServiceNow

Active Directory

Microsoft 365 Administration

Incident Management

ITIL Processes

Tools

Intune

JAMF

Veeva

Zoom

Webex

Okta/Azure AD

Job description

• Monitor ServiceNow queues and acknowledge new incidents/requests within SLA
• Pick up tickets from chat, phone, email, and portal; perform initial triage and troubleshooting
• Handle Active Directory account tasks, including account creation/modification/disabling, group membership, unlocks, and password resets
• Support Windows/macOS, Microsoft 365, VPN/MFA, printers, and peripherals
• Enroll devices via Intune or Jamf and resolve basic compliance/profile issues
• Document reproduction steps, resolution notes, and user communications in ServiceNow
• Escalate to L2/L3 with complete context and testing notes; follow through until closure
• Contribute to and update knowledge articles and how-to guides
• Support client Veeva access/administration requests
• Perform Microsoft 365 basic administration, including mailboxes, aliases, and Teams/OneDrive issues
• Troubleshoot endpoints, standard software packages, VPN clients, MFA/SSO, Wi-Fi connectivity, and network printers
• Assist with device imaging, re-provisioning, break/fix, and asset handling/tags
• Deliver clear communications, manage expectations, and de-escalate when needed
• Work within ITIL processes and comply with security policies
• Participate in shift coverage and occasional after-hours or weekend support as required
• Meet FCR, CSAT, and SLA response/resolution metrics

Requirements

• 1-2 years in a service desk/help desk or customer-facing tech support role (internships count)
• Hands-on with ServiceNow (or similar ITSM), Active Directory, Microsoft 365, and Intune/JAMF basics
• Windows/macOS, M365/O365 apps, MFA/VPN, SSO basics, printers/peripherals
• Excellent verbal/written communication and documentation skills
• Comfort with ticket triage, prioritization, SLAs/OLAs, and detailed notes
• Basic understanding of Veeva and ability to support client Veeva access/administration requests
• Certifications listed as nice-to-haves: CompTIA A+, ITIL 4 Foundation, HDI Support Center Analyst, Microsoft Fundamentals (MS-900/MD-900)
• Basic scripting (PowerShell/bash) for repetitive tasks and simple automations is a nice-to-have
• Familiarity with Okta/Azure AD, Zoom/Webex admin, SCCM/Autopilot, JAMF Pro, or similar tools is a nice-to-have
• Familiarity with phishing triage, disk encryption, and least-privilege concepts is a nice-to-have

Core Competencies

Demonstrates proficiency in ServiceNow, Active Directory, and Microsoft 365 administration, with a strong focus on incident management and customer support. Capable of troubleshooting various operating systems and applications while adhering to ITIL processes and security policies.

Highest-signal resume keywords

• ServiceNow
• Active Directory
• Microsoft 365 Administration
• Incident Management
• ITIL Processes

Hard Skills

• Ticket Triage
• Basic Scripting
• Device Imaging
• Troubleshooting
• VPN/MFA Support

Soft Skills

• Verbal Communication
• Written Communication
• Documentation Skills
• Expectation Management
• De-escalation

Certifications & Qualifications

• CompTIA A+
• ITIL 4 Foundation
• HDI Support Center Analyst
• Microsoft Fundamentals

Industry Keywords

• Service Desk
• Help Desk
• Customer Support
• SLA
• FCR

Tools & Technologies

• Intune
• JAMF
• Veeva
• Zoom
• Webex