Stealth
IT Helpdesk Specialist (Redwood City)
Stealth, Redwood City, California, United States, 94061
Overview
The IT Helpdesk Specialist provides frontline technical support to employees and plays a critical role in maintaining smooth IT operations. This role manages user onboarding/offboarding, resolves application and access issues, follows IT procedures and runbooks, and ensures issues are properly triaged, documented, and resolved to user satisfaction.
Key Responsibilities IT Helpdesk Support, Triage & Issue Resolution Act as the first point of contact for employee IT issues via ticketing system, email, chat, or walk-ups. Diagnose and resolve hardware, software, network, and peripheral issues. Use the ticketing system to accurately record, categorize, and track all support requests and resolutions. Triage and prioritize incoming issues based on severity and impact, escalating to appropriate teams when necessary. Ensure timely follow-through on all open tickets and confirm user satisfaction before closure.
IT Procedures, Runbooks & Documentation Follow established IT procedures, runbooks, and playbooks to troubleshoot and resolve issues consistently and efficiently. Contribute to improving IT processes by writing or updating procedural documentation, knowledge base articles, and troubleshooting guides. Identify recurring issues and recommend enhancements to runbooks or system configurations.
User Onboarding & Offboarding Create, configure, and manage employee accounts across all required systems and applications. Provision, prepare, and deploy laptops and IT equipment for new hires. Ensure timely and secure deactivation of accounts and retrieval/processing of hardware during offboarding. Maintain and update onboarding/offboarding documentation to ensure process accuracy and compliance.
Application & Access Support Troubleshoot and resolve issues related to application access, authentication, and permissions. Coordinate with system administrators or engineering teams for escalations related to system or application issues. Process and fulfill access requests in accordance with internal security and compliance policies. Document common issues and collaborate to improve application support workflows.
Qualifications 25 years of experience in an IT helpdesk or technical support role (or equivalent). Strong understanding of macOS, Windows and/or Linux environments. Familiarity with identity and access management tools (e.g., Okta, Google Workspace). Experience with laptop imaging, provisioning, and hardware troubleshooting. Excellent communication, interpersonal, and customer service skills. Ability to multitask, prioritize, and work independently to get the job done. Preferred Skills Experience with IT ticketing platforms (e.g., Jira, Zendesk, Freshdesk). Basic networking knowledge (DNS, Wi-Fi troubleshooting). Scripting or automation experience (PowerShell, Bash, Python). Exposure to IT security best practices and compliance frameworks.
Key Responsibilities IT Helpdesk Support, Triage & Issue Resolution Act as the first point of contact for employee IT issues via ticketing system, email, chat, or walk-ups. Diagnose and resolve hardware, software, network, and peripheral issues. Use the ticketing system to accurately record, categorize, and track all support requests and resolutions. Triage and prioritize incoming issues based on severity and impact, escalating to appropriate teams when necessary. Ensure timely follow-through on all open tickets and confirm user satisfaction before closure.
IT Procedures, Runbooks & Documentation Follow established IT procedures, runbooks, and playbooks to troubleshoot and resolve issues consistently and efficiently. Contribute to improving IT processes by writing or updating procedural documentation, knowledge base articles, and troubleshooting guides. Identify recurring issues and recommend enhancements to runbooks or system configurations.
User Onboarding & Offboarding Create, configure, and manage employee accounts across all required systems and applications. Provision, prepare, and deploy laptops and IT equipment for new hires. Ensure timely and secure deactivation of accounts and retrieval/processing of hardware during offboarding. Maintain and update onboarding/offboarding documentation to ensure process accuracy and compliance.
Application & Access Support Troubleshoot and resolve issues related to application access, authentication, and permissions. Coordinate with system administrators or engineering teams for escalations related to system or application issues. Process and fulfill access requests in accordance with internal security and compliance policies. Document common issues and collaborate to improve application support workflows.
Qualifications 25 years of experience in an IT helpdesk or technical support role (or equivalent). Strong understanding of macOS, Windows and/or Linux environments. Familiarity with identity and access management tools (e.g., Okta, Google Workspace). Experience with laptop imaging, provisioning, and hardware troubleshooting. Excellent communication, interpersonal, and customer service skills. Ability to multitask, prioritize, and work independently to get the job done. Preferred Skills Experience with IT ticketing platforms (e.g., Jira, Zendesk, Freshdesk). Basic networking knowledge (DNS, Wi-Fi troubleshooting). Scripting or automation experience (PowerShell, Bash, Python). Exposure to IT security best practices and compliance frameworks.