Technical Support Specialist

careerpucksandbox; San Francisco (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

careerpucksandbox is seeking a detail-oriented Technical Support Specialist to join our team in San Francisco, California. In this role, you will provide technical assistance to customers and internal users, ensuring timely resolution of technical issues through excellent troubleshooting skills.

The ideal candidate will possess a degree in IT, strong knowledge of Windows and macOS, and experience in a customer service-focused environment. You will support users by guiding them through step-by-step solutions and maintaining support documentation.

Qualifications

• 1-3 years of experience in technical support, help desk, or IT support role.
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with networking concepts.

Responsibilities

• Provide first-line technical support via phone, email, chat, or ticketing system.
• Troubleshoot hardware, software, and network-related issues.
• Install, configure, and maintain computer systems and applications.

Skills

Troubleshooting skills

Customer service orientation

Communication skills

Analytical thinking

Attention to detail

Education

Associate's or Bachelor's degree in Information Technology

Tools

Microsoft 365

Ticketing systems

Remote support tools

Job description

Job Summary

We are seeking a detail-oriented and customer-focusedTechnical Support Specialist to join our team. In this role, you will provide technical assistance and support to customers and internal users, diagnose hardware and software issues, and ensure timely resolution of technical problems. The ideal candidate has strong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional customer service.

Key Responsibilities

• Provide first-line technical support via phone, email, chat, or ticketing system

• Troubleshoot hardware, software, and network-related issues

• Install, configure, and maintain computer systems and applications

• Escalate complex issues to appropriate teams when necessary

• Document incidents, solutions, and processes in the ticketing system

• Guide users through step-by-step solutions in a clear and professional manner

• Maintain knowledge base articles and support documentation

• Assist with onboarding and setup for new employees

• Monitor system performance and report recurring issues

• Ensure compliance with IT policies and security standards

Required Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)

• 1–3 years of experience in technical support, help desk, or IT support role

• Strong knowledge of Windows and/or macOS operating systems

• Familiarity with Microsoft 365, common business applications, and basic networking concepts

• Experience with ticketing systems and remote support tools

• Excellent troubleshooting and problem-solving skills

• Strong verbal and written communication skills

Preferred Qualifications

• CompTIA A+, Network+, or similar certifications

• Experience supporting cloud-based applications

• Knowledge of Active Directory and user account management

• Basic understanding of cybersecurity principles

• Experience in a customer service–focused environment

Key Competencies

• Customer-focused mindset

• Analytical thinking

• Attention to detail

• Time management and prioritization

• Team collaboration

• Adaptability and continuous learning