Job Description
Join our award-winning IT team at InnovateTech Solutions, a leading tech firm in San Diego! We're seeking a passionate Help Desk Support Specialist to deliver exceptional technical assistance to our growing client base. This role offers hybrid work options, comprehensive benefits, and clear career advancement paths. If you thrive in fast-paced environments and love solving complex tech puzzles, we want to meet you!
Responsibilities
- Provide Tier 1/2 technical support via phone, email, and remote access for 500+ users
- Diagnose and resolve hardware/software issues including Windows/macOS, Office 365, and network connectivity
- Manage ticket lifecycle in ServiceNow with 95% resolution SLA compliance
- Document solutions in knowledge base and create training materials
- Collaborate with network/infrastructure teams on escalated issues
- Onboard new employees with device setup and account provisioning
- Monitor system alerts and proactively address potential outages
Qualifications
- 2+ years of enterprise help desk or technical support experience
- CompTIA A+ or equivalent certification required
- Expertise in Active Directory, VPN, and cloud services (Azure/O365)
- Strong diagnostic skills for hardware/software troubleshooting
- Experience with ITIL service management processes
- Exceptional communication skills and customer empathy
- Ability to work flexible hours including occasional on-call duty