Sr Help Desk

Green Key Resources; San Francisco (CA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Green Key Resources is seeking a Senior Help Desk Specialist to provide critical IT support across multiple office locations in San Francisco. You will address technical issues, support IT operations, and collaborate with the IT team to deliver reliable solutions for staff.

This role requires 7+ years of experience, macOS and Windows support, ITSM tools (ServiceNow, Jira Service Management), MDM knowledge (Jamf, AirWatch), and strong communication.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field.
• 7+ years of experience in helpdesk, desktop support, or IT support roles.
• Hands-on experience supporting macOS and Windows environments professionally.
• Familiarity with Microsoft 365 and basic Azure Active Directory tasks.
• Exposure to ITSM tools such as ServiceNow or Jira Service Management.
• Basic understanding of MDM concepts; experience with Jamf or AirWatch preferred.
• Strong communication skills with a customer-first attitude.
• CompTIA A+ or similar certification is a plus.

Responsibilities

• Log, track, and resolve IT support tickets using ITSM platforms like ServiceNow or Jira.
• Support employee onboarding and offboarding processes, including device setup and equipment tracking.
• Assist with MDM platform administration, including device enrollment and configuration tasks.
• Escalate complex issues to senior IT staff with clear documentation and context.
• Support AV and conferencing technology setup and troubleshooting in meeting rooms.
• Contribute to IT documentation and knowledge base articles for team consistency.
• Assist with technology rollouts, equipment procurement, and asset inventory management.
• Provide occasional after-hours and weekend support to minimize business disruption.

Skills

Communication skills

Customer-focused

Ticketing & IT support

Team collaboration

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

Jira Service Management

Jamf

AirWatch

Microsoft 365

Azure AD

Job description

• The Senior Help Desk Specialist will provide critical IT support to employees across multiple office locations.
• This role ensures smooth technology experiences by addressing technical issues and supporting IT operations.
• Collaborate with the IT team to deliver reliable and efficient solutions for staff needs.
• Work in a hybrid environment with a minimum of four days per week in-office.
• Support onboarding and offboarding processes, including device setup and account provisioning.
• Contribute to IT documentation and knowledge base articles for team consistency.
• Assist with technology rollouts, equipment procurement, and asset inventory management.
• Provide occasional after-hours and weekend support to minimize business disruption.

Senior Help Desk Specialist Key Responsibilities & Duties

• Log, track, and resolve IT support tickets using ITSM platforms like ServiceNow or Jira.
• Support employee onboarding and offboarding processes, including device setup and equipment tracking.
• Assist with MDM platform administration, including device enrollment and configuration tasks.
• Escalate complex issues to senior IT staff with clear documentation and context.
• Support AV and conferencing technology setup and troubleshooting in meeting rooms.
• Contribute to IT documentation and knowledge base articles for team consistency.
• Assist with technology rollouts, equipment procurement, and asset inventory management.
• Provide occasional after-hours and weekend support to minimize business disruption.

Senior Help Desk Specialist Job Requirements

• Bachelor's degree in IT, Computer Science, or related field preferred.
• 7+ years of experience in helpdesk, desktop support, or IT support roles.
• Hands-on experience supporting macOS and Windows environments professionally.
• Familiarity with Microsoft 365 and basic Azure Active Directory tasks.
• Exposure to ITSM tools such as ServiceNow or Jira Service Management.
• Basic understanding of MDM concepts; experience with Jamf or AirWatch preferred.
• Strong communication skills with a customer-first attitude.
• CompTIA A+ or similar certification is a plus.