Job Description
Join TechSolutions Inc., a leading innovator in cloud technology, as our Help Desk Support Specialist. You'll be the frontline hero resolving technical challenges for our diverse client base across San Francisco. We offer a collaborative environment, cutting-edge tools, and clear career advancement paths in the heart of the Bay Area tech scene. If you're passionate about delivering exceptional customer experiences and mastering complex IT solutions, this is your next career move.
Responsibilities
- Provide Tier 1-2 technical support via phone, email, and chat for hardware/software issues
- Diagnose and resolve network connectivity, security, and application performance problems
- Manage ticket lifecycle in ServiceNow with SLA adherence and accurate documentation
- Deploy and configure end-user devices (laptops, mobile, peripherals)
- Collaborate with Tier 3 engineers and vendors for complex escalations
- Conduct user training on security protocols and productivity tools
- Generate monthly performance reports and improvement recommendations
Qualifications
- 3+ years in technical support or help desk environment
- CompTIA A+ or equivalent ITIL certification required
- Expert proficiency in Windows OS, macOS, and Microsoft 365
- Strong knowledge of networking fundamentals (TCP/IP, DNS, VPN)
- Experience with remote desktop tools (TeamViewer, AnyDesk)
- Excellent written/verbal communication and problem-solving skills
- Ability to thrive in fast-paced, client-facing roles