Help Desk
Pittsburgh Winsupply - Fire Sprinklers & Fabrication · Menlo Park, CA · 5 days ago
Information TechnologyVolunteer
Key Responsibilities
- Serve as the initial point of contact for IT issues, resolving Tier 1 hardware, software, and connectivity problems across both Mac and Windows environments
- Manage and track support requests through ITSM tools (ServiceNow, Jira, etc.), ensuring accurate documentation and timely resolution
- Handle onboarding and offboarding processes, including device setup, account creation, and asset tracking
- Support mobile device management (MDM) platforms such as Jamf and AirWatch, including device enrollment and basic configuration
- Escalate more complex issues to senior IT staff with clear notes and context
- Provide support for conferencing and AV systems in meeting rooms and shared spaces
- Contribute to internal documentation and knowledge base resources
- Afford occasional after-hours or weekend support when needed
Qualifications & Skills
- 2+ years of experience in help desk, desktop support, or IT support (internship or academic lab experience considered)
- Experience supporting macOS and/or Windows in a professional environment
- Familiarity with Microsoft 365 and basic Azure Active Directory functions (e.g., user management, password resets)
- Exposure to ITSM platforms such as ServiceNow or Jira Service Management
- Understanding of MDM tools; experience with Jamf or AirWatch is a plus
- Strong communication skills with a user-focused, service-oriented mindset
- Comfort using AI tools (e.g., ChatGPT, Claude) to improve efficiency and problem-solving
- Degree in IT, Computer Science, or related field preferred (or equivalent experience); CompTIA A+ is a plus