Senior Information Technology Specialist

Green Key Resources; San Francisco (CA); Sur place; USD 85 000 - 120 000; Plein temps

Résumé du poste

Green Key Resources is seeking an experienced Senior Help Desk Specialist to deliver high-quality end-user support across multiple offices in San Francisco. You will act as the primary contact for technical issues, device administration, onboarding, and service desk operations.

The role demands strong troubleshooting, customer service orientation, and a proactive approach to improving processes, documentation, and collaboration tooling in a fast-paced environment.

Qualifications

• 5+ years of experience in Help Desk or end-user support environments.
• Experience supporting Windows and macOS in a professional setting.
• Proficient with ITSM platforms such as ServiceNow or Jira Service Management.
• Strong knowledge of Microsoft 365, Outlook, and user account administration.
• Experience with MDM platforms and device lifecycle management is a plus.
• Excellent verbal and written communication skills and the ability to manage multiple priorities.

Responsabilités

• Serve as a primary escalation point for employee technology issues.
• Diagnose and resolve hardware, software, OS, and connectivity problems.
• Manage tickets through ITSM platforms with timely resolution and documentation.
• Support onboarding, device provisioning, and access management for new hires.
• Maintain asset tracking, inventory, and lifecycle management.
• Assist with collaboration tech, AV systems, and conference room setups.
• Contribute to knowledge base articles and process improvements.

Connaissances

Customer service mindset

Strong communication

Troubleshooting

Multitasking

Collaboration

Attention to detail

Formation

Bachelor's degree in IT/CS

Relevant certifications (e.g., CompTIA A+)

Outils

ServiceNow

Jira Service Management

Microsoft 365

Azure Entra ID (AAD)

Description du poste

A growing investment management and financial services organization is seeking an experienced Senior Help Desk Specialist to provide exceptional end-user support and contribute to the delivery of a reliable, high-quality technology experience across the business.

This role serves as a key member of the IT team, supporting employees across multiple office locations while acting as a primary point of contact for technical issues, device administration, onboarding activities, collaboration technologies, and service desk operations. The ideal candidate combines strong technical troubleshooting skills with a customer-focused mindset and a passion for delivering excellent support.

Key Responsibilities

End User Support & Service Desk Operations

• Serve as a primary escalation point for employee technology support requests.
• Diagnose and resolve hardware, software, operating system, application, and connectivity issues.
• Manage support requests through IT service management platforms, ensuring timely resolution and accurate documentation.
• Maintain high levels of customer satisfaction through responsive and professional support.
• Troubleshoot issues across desktops, laptops, mobile devices, printers, peripherals, and collaboration tools.

Onboarding & Offboarding

• Coordinate technology onboarding and offboarding activities for employees.
• Provision user accounts, deploy hardware, configure devices, and manage access requests.
• Ensure equipment tracking, recovery, and inventory processes are properly maintained.
• Support employee transitions while maintaining security and compliance standards.
• Assist with administration of Mobile Device Management (MDM) platforms.
• Support enrollment, configuration, and lifecycle management of Windows, macOS, and mobile devices.
• Assist with endpoint security, patching, device compliance, and policy enforcement initiatives.
• Partner with infrastructure teams to maintain a secure and standardized endpoint environment.

Collaboration & Conference Room Technology

• Support audio-visual systems, conference room technology, and virtual meeting platforms.
• Troubleshoot conferencing, presentation, and hybrid meeting issues.
• Ensure meeting spaces remain operational and properly maintained.
• Assist with technology setup for executive meetings and special events when required.

Documentation & Process Improvement

• Create and maintain knowledge base articles, troubleshooting guides, and support documentation.
• Identify recurring issues and recommend improvements that enhance user experience and operational efficiency.
• Contribute to service desk process improvements and support standards.
• Assist in developing self-service resources for end users.

Asset & Technology Lifecycle Management

• Support hardware procurement, deployment, asset tracking, and inventory management.
• Maintain accurate records of assigned equipment and technology assets.
• Assist with technology refresh projects and office expansion initiatives.
• Coordinate hardware replacements and lifecycle planning activities.

IT Project Support

• Participate in system upgrades, application deployments, office technology projects, and infrastructure initiatives.
• Partner with engineering and infrastructure teams on technology rollouts and testing efforts.
• Assist with implementation and user adoption of new technologies.
• Provide operational support during technology change initiatives.

Required Qualifications

• 5+ years of experience in Help Desk, Desktop Support, IT Support, or End User Services environments.
• Proven experience supporting Windows and/or macOS environments in a professional setting.
• Experience utilizing ITSM platforms such as ServiceNow, Jira Service Management, or similar ticketing systems.
• Strong knowledge of Microsoft 365, Outlook, and user account administration.
• Familiarity with Microsoft Entra ID (Azure Active Directory), identity management, and access administration.
• Experience supporting laptops, mobile devices, peripherals, conferencing systems, and collaboration technologies.
• Strong troubleshooting and problem‑solving skills.
• Excellent verbal and written communication abilities.
• Ability to manage multiple priorities while maintaining attention to detail.

Preferred Qualifications

• Experience supporting investment management, financial services, legal, consulting, or other professional services environments.
• Hands‑on experience with MDM platforms such as JAMF, Workspace ONE, AirWatch, Intune, or similar solutions.
• Exposure to endpoint security, device compliance, and policy management.
• Familiarity with automation, scripting, or AI‑powered productivity tools.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• Industry certifications such as CompTIA A+, Microsoft certifications, JAMF certifications, or equivalent credentials.

What You'll Bring

• A strong customer‑service mindset and commitment to user satisfaction.
• Ability to remain calm and productive in fast‑paced environments.
• Exceptional organizational skills and attention to detail.
• Curiosity and eagerness to learn new technologies.
• A proactive approach to issue resolution and process improvement.
• Strong collaboration skills and willingness to support team success.
• Interest in leveraging automation and emerging technologies to improve support operations and user experience.

This opportunity is ideal for an experienced IT support professional looking to expand their responsibilities, contribute to technology initiatives, and play a key role in delivering a best‑class support experience within a collaborative and growing organization.