Senior IT Support & Service Desk Lead

Green Key Resources; San Francisco (CA); On-site; USD 85,000 - 120,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Customer service mindset

Strong communication

Troubleshooting

Multitasking

Collaboration

Attention to detail

Education

Bachelor's degree in IT/CS

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

Tools

ServiceNow

Jira Service Management

Microsoft 365

Azure Entra ID (AAD)

Job description

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.