Description

You will provide Tier 1 and Tier 2 end-user support, managing incidents, service requests, and device lifecycles for on-site staff in Palo Alto.

This role is on-site.

Responsibilities

• Troubleshoot hardware and software issues across Windows and macOS laptops, desktops, and mobile devices.
• Manage user account access, including MFA resets, group permissions, and application provisioning.
• Execute onboarding and offboarding workflows, ensuring device provisioning and access setup are complete.
• Maintain accurate ticket documentation in the ITSM platform and escalate complex issues with clear context.
• Support conferencing systems, VPN connectivity, and core business applications while meeting SLA expectations.

Required Skills

• 2–4 years of experience in IT support, service desk, or end-user computing roles.
• Hands-on troubleshooting experience with Windows and macOS environments.
• Proficiency with ITSM tools, specifically ServiceNow or Jira Service Management.
• Familiarity with identity management and endpoint tools such as Azure AD, Intune, and JAMF.
• Experience supporting Google Workspace, VPN clients, and standard business applications.
• Strong understanding of ITIL fundamentals for incident, request, and knowledge management.
• Ability to prioritize multiple tickets effectively while maintaining clear written and verbal communication.

Preferred Skills

• Experience identifying recurring issues and suggesting automation or process improvements.
• Contributing to internal knowledge base documentation and self-service resources.

Key Skills

Education

Any Gradute