Senior Service Desk Specialist

SENIOR SERVICE DESK SPECIALIST

RATE: $40HR-$44HR

DURATION: 12 MONTH CONTRACT

LOCATION: San Mateo, CA (94402)

o    Hybrid Schedule: Ideally 2-3 days per week in-office for Bay Area candidates.
o    Office Location: Fourth Avenue, San Mateo, CA.
•    Tech Stack & Tools:
o    Mac & Windows troubleshooting
o    Google Workspace, Slack, Atlassian (latest versions)
o    Bonus skills: ITIL, AV support, GAM (Google Apps Manager), scripting
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Ideal Candidate Profile
•    Personality Over Technical Skills:
o    Candidates must have a passion for helping people, not just technical expertise.
o    Empathy and customer service mindset are critical.
o    Must find satisfaction in solving user problems, not just complex technical challenges.
•    Key Traits for Success:
o    Proactive & self-motivated – eager to take on new challenges.
o    Strong customer service skills – treats every support ticket as a "white glove" service experience.
o    Fast learners – able to absorb knowledge, retain information, and adapt quickly.
o    Collaborative mindset – open to feedback and eager to grow.

About the Position & Team: 

Our client is seeking a Senior Desktop Support Specialist to join our Global Service Desk team. In this role, you’ll be a vital part of ensuring internal staff around the world stay productive and empowered, while also growing and refining your technical expertise. We’re looking for someone who thrives on solving problems, loves helping others, and has a genuine passion for IT and technology. If you’re excited about making a meaningful impact and working in a dynamic, collaborative environment, this role is for you.

This position is perfect for someone who is self-motivated, endlessly curious, and driven by a desire to learn and grow. You’ll have the freedom to take ownership of tasks, figure things out creatively, and implement innovative solutions—all while collaborating with a talented, mission-driven team. If you’re eager to help people, enthusiastic about technology, and ready to take on new challenges to make a difference, we’d love to hear from you.

What You’ll Do

• Be the go-to person for internal staff, providing support via Slack, Jira Service Management, and email for both routine and advanced IT requests and incidents.
• Solve technical challenges with creativity and resourcefulness, tackling issues related to hardware, software, and account access for both remote and on-site employees.
• Own and resolve escalated problems, diving deep to identify root causes and implement long-term fixes.
• Work with SaaS applications like Google Workspace, Slack, and Atlassian Suite to troubleshoot, manage, and improve user experiences.
• Play an active role in onboarding and offboarding processes, ensuring seamless transitions for employees and protecting our client's assets.
• Contribute to IT projects that involve new technologies, system upgrades, or process improvements—bringing your ideas and energy to the table.
• Proactively identify ways to streamline processes or automate repetitive tasks, ensuring our team operates at its best.
• Document solutions, share knowledge, and create resources that empower the team and users to succeed.
• Mentor and support junior team members, fostering a culture of curiosity, growth, and collaboration.

What You’ll Bring

• 3 years of experience in IT support or a related technical role in an enterprise environment.
• Strong knowledge of Windows and Mac operating systems, including troubleshooting common issues in enterprise setups.
• Proficiency with SaaS applications like Google Workspace, Slack, and similar platforms, including administrative functions and aptitude to master new tools as needed
• Self-motivation and a proactive approach—you take initiative, solve problems independently, and strive for excellence without needing someone to tell you what to do.
• A positive, can-do attitude and the ability to keep a cool head when tackling challenging issues.
• A knack for troubleshooting and problem-solving—you’re curious, creative, and persistent when it comes to finding solutions.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users in a clear and friendly way.
• Attention to detail and a commitment to creating thorough documentation and resources.
• Proactive initiative and a strong sense of ownership in resolving issues and completing projects.

Bonus Points For

• ITIL 4 Foundations certification.
• Experience with AV hardware and software.
• Experience with Google Apps Manager (GAM) for Google Workspace.
• Experience scripting to create IT automation.