Job Overview

Responsibilities

Serve as the first point of contact for employee technology requests submitted via Slack (Linear Asks), email, and chat, ensuring every ticket is acknowledged promptly and professionally.
Triage, prioritize, and dispatch incoming tickets in Linear, resolving Tier 1 issues directly and escalating complex issues with clear, complete documentation.
Troubleshoot common end-user issues: account access, password resets, hardware, printers, mobile device access, email flow, and core business applications.
Administer user accounts and access within Google Workspace, including onboarding/offboarding, group membership, and device enrollment support.
Support mobile device access and endpoint management, including Context-Aware Access and device enrollment troubleshooting.
Document resolutions, build and maintain knowledge base articles, and contribute to standardizing repeatable support processes.
Track ticket status through resolution and maintain accurate, timely records to support monthly reporting.
Assist with hardware provisioning, imaging, deployment, and inventory tracking.
Maintain a professional, patient, and service-oriented approach with employees of all technical skill levels.

1+ years of experience in an IT helpdesk, service desk, or technical support role.
Foundational knowledge of computer systems, operating systems (Windows and macOS), and basic networking concepts.
Experience with a ticketing system (Linear, Jira, ServiceNow, or similar).
Familiarity with Google Workspace or Microsoft 365 administration.
Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
Excellent organization, prioritization, and time-management skills.
High school diploma or GED required; associate’s degree in IT or related field preferred.

CompTIA A+, ITIL Foundations, or equivalent certification.
Experience supporting a healthcare or other regulated environment, including awareness of HIPAA and PHI handling.
Experience with Google Endpoint Management, Context-Aware Access, or mobile device management (MDM).
Familiarity with Slack administration and helpdesk automation tooling.
Experience building documentation and knowledge base content in a growing IT function.