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IT Service Desk
Jade Global
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About this role
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.
Salary insight
This posting doesn't disclose pay. Across 8,354 San Francisco jobs with disclosed salaries on ForgeApply, the median is $200k.
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