Help Desk Specialist

Who you are

• You're a methodical troubleshooter who handles unfamiliar issues calmly, communicates clearly with non-technical folks, and knows exactly when to solve it yourself versus hand it off
• You're security-minded, detail-oriented, and energized by variety — one ticket might be a Zoom Phone setup, the next a new-hire laptop deployment, the next a phishing report
• You have roughly 1+ years of help desk, IT support, or comparable customer-facing technical experience (or an equivalent mix of coursework, certification, and hands-on practice) — this is an entry-level role, so advanced systems administration, security investigation, or scripting experience is not required
• You're proficient in troubleshooting macOS and Windows environments and comfortable with SaaS provisioning, remote support tools, screen-sharing platforms, and MDM basics
• You have familiarity with Google Workspace, Microsoft 365, and Zoom (including Zoom Phone) administration and troubleshooting
• You have strong written communication skills suited to an async-first, fully remote environment, and can explain technical concepts to non-technical staff in plain, reassuring language
• You have sound judgment about what to resolve at the first line versus when to escalate, and you write clear, structured handoffs when you do
• You're security-minded, with working knowledge of phishing tactics and social engineering patterns, and comfort following documented escalation procedures
• You have an Associate's or Bachelor's degree, a relevant certification like CompTIA A+, or equivalent practical experience
• You're a collaborative team player who thrives on peer coverage, knowledge sharing, and managing multiple open tickets at once

What the job involves

• In this role, you'll be the frontline of IT at Steno — the first voice a teammate hears when something's not working, and the reason they're back up and running fast
• This role reports to the IT Service Desk Manager
• In this role, you will cover Monday through Friday, 8:30 am to 5 pm PT, with occasional overtime and rotational holiday coverage
• Serve as the primary Tier 1 point of contact for end-user IT support, managing ticket intake, triage, and resolution through the Foqal ticketing system
• Troubleshoot methodically — reproducing issues, consulting Guru documentation and prior tickets, and applying structured first-line diagnostics before escalating
• Resolve software support requests including application troubleshooting, access issues, and basic configuration, plus provide Zoom Phone setup, configuration, and support
• Escalate unresolved issues to Tier 2 IT Analysts with thorough documentation and context, following established escalation workflows
• Manage end-to-end computer and accessory deployment for new hires and existing staff, coordinating with vendors and tracking fulfillment status
• Stage and deploy standard new-hire software licenses per the New Hire Deployment Worksheet and Technical Deployment Matrix, escalating non-standard provisioning to Tier 2
• Maintain and distribute role-specific onboarding training materials, videos, and guides tailored to new hire job titles and required applications
• Coordinate hardware repair, e-cycling, and responsible disposal of end-of-life equipment, and process purchase requests and inventory tracking via the ticketing system
• Create, update, and maintain IT knowledge base content, SOPs, and support workflows to reduce repeat tickets
• Participate in team meetings and retrospectives, and provide peer coverage across the Helpdesk Specialist team to maintain operational resilience
• Maintain a valid driver’s license and reliable transportation to transport company hardware to shipping, retail, and repair facilities, as needed