Role: Tier 1 Help Desk Associate
Position: 6 month; Contract
Location: San Francisco, CA
All candidates must be located in the San Francisco Bay Area to be considered
Our San Francisco based client seeking a Help Desk Associate to provide frontline technical support in an Apple-exclusive environment. This role involves handling inbound user requests, troubleshooting macOS and iOS devices, and managing access and technology requests. The ideal candidate has experience with Apple products, a proactive problem-solving approach, and an interest in growing into client management. This position follows a day schedule with a rotating on-call duty every three weeks.
Responsibilities:
- Act as the first point of contact for inbound user support requests.
- Troubleshoot and resolve issues with Apple hardware and software, including macOS and iOS.
- Manage access requests and ensure proper routing of technology-related inquiries.
- Perform Tier 1 help desk functions, such as user account management, password resets, and software installations.
- Use Jira and the Atlassian stack for ticketing, tracking, and documentation.
- Collaborate with a small team of three, sharing responsibilities to ensure seamless IT support.
- Participate in a three-week on-call rotation for after-hours support.
Qualifications:
- Experience supporting Apple products in a professional setting.
- Strong troubleshooting skills with macOS and iOS devices.
- Familiarity with Jira for ticket management and documentation.
- Interest in developing client management skills.
- Experience with Jamf or Intune is a plus.
- Ability to work independently while collaborating with a small team.