IT Service Desk

IT Service Desk1

Note : Location: The resource must be based in Seattle, WA and available for occasional onsite visits (a few times a month) to the client office.
 

Budget:  $40/hour, 1 year. 

The IT Service Desk / Technical Support Engineer will be responsible for providing Level 1 and Level 2 technical support to internal users for enterprise applications and IT services. The role focuses on supporting Jira, Okta, Slack, and resolving general IT-related issues to ensure smooth day-to-day operations and a positive user experience.

Key Responsibilities

• Provide L1/L2 technical support for IT incidents and service requests and work as per SOP
• Troubleshoot and resolve user issues related to Jira, Okta, Slack, and other enterprise tools.
• Manage user access, authentication, and provisioning/deprovisioning through Okta.
• Support Jira ticketing system, including user access, permissions, and workflow-related issues.
• Assist users with Slack workspace access, channels, integrations, and troubleshooting.
• Handle generic IT helpdesk requests such as password resets, software access, and basic system troubleshooting.
• Log, track, and update support tickets in the ITSM or Jira Service Management system.
• Ensure timely incident resolution and adherence to defined SLAs.
• Escalate complex or unresolved issues to L3 or relevant engineering teams.
• Maintain documentation, troubleshooting guides, and knowledge base articles.
• Support continuous improvement of service desk processes and user support experience.

Required Skills

• Experience in IT Service Desk or Technical Support (L1/L2).
• Working knowledge of Jira, Okta, and Slack administration/support.
• Basic understanding of identity and access management (IAM), SSO, and MFA.
• Familiarity with ITSM processes such as incident, request, and problem management.
• Basic troubleshooting knowledge of Windows/Mac systems, networking, and enterprise applications.
• Strong communication, problem-solving, and customer service skills.

Experience & Qualification

• 2–5 years of experience in IT Service Desk or Technical Support.
• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Experience supporting enterprise collaboration and identity platforms is an advantage.