Technical Support Specialist

Careerpuck Sandbox; San Francisco (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

Careerpuck Sandbox in San Francisco is looking for a detail-oriented Technical Support Specialist to provide assistance to customers and internal users. The role demands strong troubleshooting skills and excellent communication abilities to ensure an exceptional customer service experience.

The ideal candidate will possess at least 1–3 years of related experience, with proficiency in Windows or macOS operating systems and familiarity with ticketing systems. This is a full-time position that offers competitive job satisfaction and opportunities for career advancement.

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 basic networking concepts.

Responsibilities

• Provide first-line technical support via phone, email, chat, or ticketing system.
• Troubleshoot hardware, software, and network-related issues.
• Maintain knowledge base articles and support documentation.

Skills

Technical support experience

Troubleshooting skills

Communication skills

Education

Associate’s or Bachelor’s degree in IT or related field

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