IT Service Desk
Listed on 2026-08-30
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IT/Tech
IT Support, HelpDesk/Support, Systems Administrator, Technical Support
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.
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.
- 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.
- 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.
- Working at Jade Global
Talented people are drawn to world-class organizations that offer outstanding opportunities, and Jade Global is an employer of choice for individuals around the world. We invest in each employee's personal and professional wellbeing because we understand that client success, as well as our ultimate success, starts with our employees. We seek to provide the benefits you need while standing behind you every step of the way.
Our programs include health-related policies and leave donation policy.
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