Helpdesk Support (PC & Mac - Level 1)

San Francisco, CA 94111

Employment Type: Contract Job Category: Helpdesk Support Job Number: 19322

Level 1 Help Desk Support 

  • Track, resolve, and communicate the status of client open tickets to customers 
  • Troubleshoot and resolve issues with software, hardware, and mobile devices 
  • Install and configure software and computer systems 
  • Maintain and manage software and hardware inventory 
  • Establish accounts for new users and assist with password or login problems 
  • Support the implementation of new solutions or applications 
  • Assist with administrative and other duties as assigned 

  • Bachelor’ s degree in system security, IT administration or IT security or at least three years of experience in an IT customer service role 
  • Previous experience with IT help desk within a development organization, experience with client support in video game development is a plus 
  • Expert communication skills in both written and verbal forms, including proper phone etiquette and ability to provide support to varying levels of users from both technical and non-technical backgrounds 
  • Proven track record of being self-motivated able to complete tasks independently 
  • Ability to define problems, collect data, establish facts and draw valid conclusions 
  • Possess and maintains strong knowledge of Microsoft and Apple platforms including (but not limited to) operating systems, software, imaging, and management 
  • Good organizational and time management skills to effectively juggle multiple priorities and time constraints related to system support, upgrades and implementations 
  • Experience with IT ticketing systems (Jira and ServiceNow) 
  • Knowledge of SCCM required, Jamf and software packaging 
  • JAMF CCA, MCP, MCSE, CCNA, or VCP certifications are a plus

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