IT Service Desk Engineer

📋 Description

• Own Tier 2 troubleshooting for hardware, software, networking, and access issues, meeting SLAs
• Support Google Workspace, Atlassian, Okta, Jamf, and Slack; onboarding/offboarding
• Perform root cause analysis and drive corrective actions through resolution
• Build and maintain documentation, SOPs, and knowledge base content
• Partner with IT Operations, Security, IAM, Corp Eng, Workplace, Procurement, and vendors to resolve advanced issues

🎯 Requirements

• 5+ years Tier 2 support across macOS, iOS, Chrome OS, Android, and Windows/AWS Workspaces
• 3+ years administering Google Workspace, Atlassian, Okta, Jamf, and Slack for 1,000+ users
• Root cause analysis, escalation management, SLA ownership; mentor Tier 1
• Mid-level networking knowledge: TCP/IP, DNS, VPN, Wi-Fi; scripting/automation
• Agile, cross-functional IT experience with multiple priorities
• Generative AI usage with human oversight in daily workflows

🎁 Benefits

• Equity and bonus eligibility; medical, dental, vision, 401(k)
• Remote-first culture with quarterly in-person surges