IT Service Desk

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.