Desktop & Client Service Specialist; R50033121

ABOUT THE ROLE

Fox is looking for a Desktop & Client Service Specialist to join our Enterprise Technology organization. This is a full-time, hybrid IT support role based at Tubi's headquarters in San Francisco, embedded with the Tubi team and operating under the Fox Enterprise Technology umbrella.

In this role, you will provide front-line technical support to Tubi employees by managing tickets, troubleshooting hardware and software issues, supporting employee technology lifecycle tasks from onboarding through offboarding, assisting with conference rooms, AV needs, and internal events, and helping ensure employees have a smooth and reliable technology experience.

You will partner closely with other Technology Operations team members, follow established support processes, elevate complex issues when needed, and contribute to a high-quality, customer-focused IT support environment.

• Serve as a key point of contact for IT support via the ticketing system, Slack, and walk-ups, actively monitoring the help queue and support channels, triaging and logging incoming requests, resolving technology issues with thorough documentation, maintaining SLA targets, and flagging potential breaches early.
• Maintain clear and consistent communication with employees, stakeholders, and internal technology teams by setting expectations, providing timely updates, documenting next steps, and ensuring smooth handoffs through resolution.
• Provision, deploy, and support employee devices using zero-touch workflows, including Jamf, while assisting with hardware refreshes, upgrades, and device returns.
• Troubleshoot identity, email, and SaaS application issues across Okta, Gmail, Zoom, and Google Workspace. Perform admin-level tasks, including Okta group membership management, Google Workspace user and group administration, access provisioning and deprovisioning, and escalation of complex configuration or permissions issues.
• Partner with HR, Workplace, Networking, and other internal teams to keep day-to-day operations running smoothly and contribute to larger projects as needed.
• Support IT procurement and equipment fulfillment by processing hardware orders, tracking new hire technology needs, managing computer and peripheral inventory, and identifying stock gaps before they impact employee onboarding or support.
• Manage the full employee technology lifecycle from day one through offboarding, including new hire account setup and equipment handoff, mid-lifecycle access changes, offboarding asset returns, and account deprovisioning across Okta and Google Workspace.
• Perform daily conference room readiness checks, support day-to-day meetings by troubleshooting Neat devices, video conferencing equipment, and other collaboration technology, and assist with setup and teardown for all-hands, tech talks, and other internal events.
• Proactively identify recurring issues, support gaps, and opportunities for improvement, then contribute to the team's knowledge base by documenting solutions, troubleshooting steps, and support procedures.

• 2-3 years of experience in a corporate helpdesk, desktop support, or IT support environment.
• Deep hands-on proficiency with macOS in a corporate environment; this is a Mac-first team where the majority of users are on Apple hardware.
• Working knowledge of Windows 10/11 for cross-platform support.
• Working knowledge of Google Workspace and Slack, with some familiarity with Okta, Office 365, and Zoom Admin.
• Exposure to UEM/endpoint management tools, including Jamf MDM and zero-touch provisioning.
• Ticketing system proficiency, such as Service Now, Jira, Zendesk, or equivalent, with a solid understanding of ticket documentation, SLA management, and escalation paths.
• Demonstrated ability to manage and prioritize a high-volume support queue while maintaining quality and responsiveness across multiple channels.
• Strong organizational skills, including asset tracking, inventory accuracy, and attention to detail.
• Customer-first mindset with clear written and verbal communication skills, including the ability to stay calm and methodical under pressure.
• Regular, on-site attendance at the…