Desktop Specialist

You Will:

• Provide Tier 2 support for hardware, software, and infrastructure issues across onsite and remote employees, escalating to Tier 3 or engineering teams as needed.
• Manage and resolve tickets in Freshservice, maintaining SLA compliance and accurate documentation throughout the ticket lifecycle.
• Install, configure, and troubleshoot macOS and Windows endpoints, including laptops, desktops, mobile devices, and peripherals.
• Support and administer core productivity and collaboration platforms: Google Workspace, Microsoft 365, Zoom, Slack, and Okta.
• Assist with identity and access management tasks, including provisioning, deprovisioning, and troubleshooting in Okta, Active Directory, and Entra ID.
• Support endpoint management and compliance using JAMF (macOS) and Microsoft Intune (Windows), including policy configuration and device enrollment.
• Use AI-powered tools and service desk automation to accelerate ticket resolution, identify patterns in repeat incidents, and reduce manual workload for common support tasks.
• Apply practical AI knowledge to support end users in using AI-integrated applications and to help evaluate or implement AI tooling within the IT environment.
• Conduct IT onboarding sessions for new hires, including hardware setup, account provisioning, and system orientation.
• Manage hardware asset lifecycle at the Bellevue HQ: receiving, tagging, deployment, maintenance, and disposition.
• Support AV systems and conference room technology, including Zoom Rooms, Logitech hardware, and display systems.
• Contribute to documentation, including knowledge base articles, SOPs, and runbooks, to increase first-call resolution and reduce repeat escalations.
• Participate in IT projects including infrastructure upgrades, tool rollouts, and process improvement initiatives.
• Collaborate with peer Tier 2 leads and technicians across global offices to maintain consistent support quality and knowledge sharing.

You Have:

• 3 years of experience in a Tier 2 desktop or end user support role, preferably in a corporate SaaS or technology environment.
• Hands-on proficiency with macOS and Windows in an enterprise environment, including configuration, troubleshooting, and policy management.
• Experience with JAMF and/or Microsoft Intune for endpoint management and MDM policy deployment.
• Working knowledge of Okta, Active Directory, and Entra ID for identity and access management tasks.
• Familiarity with Freshservice or a comparable ITSM platform (ServiceNow, Jira Service Management) for ticket management and reporting.
• Experience supporting Google Workspace, Microsoft 365, Zoom, and Slack in a corporate environment.
• Understanding of networking fundamentals: DNS, DHCP, VPN, and basic TCP/IP troubleshooting.
• Demonstrated experience using or working alongside AI tools in a support context, such as AI-assisted ticketing, knowledge generation, or workflow automation.
• Comfort evaluating AI-integrated applications and advising end users on effective, appropriate use.
• Strong written and verbal communication skills with the ability to explain technical concepts clearly to non-technical users.
• Ability to manage multiple priorities independently in a fast-paced, globally distributed environment.
• ITIL Foundation certification or equivalent practical knowledge of ITSM frameworks preferred.
• Associate's degree in a related field or equivalent work experience.
• May require lifting and transporting IT equipment up to 50 lbs.