Tier 1 Help Desk

Description# Job Description: Tier 1 IT Support SpecialistLocation: Mountain View, CA (Hybrid - 4 days in-office)Job Type: Annual Contract (with potential for an additional year extension)About the TeamThe GIST IT Helpdesk is the front line for supporting end users with secure, reliable access to our tools, data, and devices. The team manages access to company systems, laptops, and core collaboration platforms (e.g., Google Workspace, Slack, Zoom, Freshservice, JumpCloud) with a strong focus on access minimization and security best practices.Role OverviewAs an IT Helpdesk Support Contractor, you are an early-career IT professional focused on learning and executing well-defined, foundational support tasks under close guidance. You will:Handle basic, clearly scoped incidents and service requests via email, chat (Slack), and support tickets (Freshservice), following established runbooksSupport account lifecycle operations (onboarding, offboarding, access changes) across key SaaS tools via JumpCloud and related systemsContribute to the security and stability of our environment by applying standard procedures for access, device, and account protectionKey ResponsibilitiesEnd-User Support & Ticket HandlingServe as a first-line point of contact for IT-related issues and requests.Log, categorize, and prioritize tickets accurately, escalating to senior helpdesk or infrastructure engineers when needed.Resolve basic / well-defined issues such as:Password resets and SSO access issuesStandard software install/uninstall requestsBasic troubleshooting for Google Workspace, Slack, Zoom, and other standard toolsFollow documented troubleshooting steps and escalation procedures consistently, keeping users informed of the ticket status.Access Management & IdentityProcess standard access requests for company tools following least-privilege and access-minimization principles.Use JumpCloud and other IAM tooling to:Provision/deprovision usersAssign/remove application accessEnforce MFA and basic security controlsValidate approvals (manager + application owner) before granting access and document changes in Freshservice.Device & Endpoint SupportSupport laptop setup and configuration for new hires (OS configuration, management agent enrollment, security tools, core applications) in line with IT and security standards.Perform basic endpoint troubleshooting (performance issues, connectivity, common application errors).Ensure devices stay compliant with security baselines (disk encryption, screen lock, OS patch level) and flag deviations for remediation.Documentation & KnowledgeFollow existing knowledge base articles in Bloomroom IT Helpdesk and contribute updates for common issues and workflows.Document resolutions and workarounds clearly in tickets to support future self-service and reduce repeat incidents.Participate in internal reviews of runbooks and SOPs, suggesting improvements based on recurring issues you see.Collaboration & Security CultureCollaborate with Infrastructure, Security Operations, and Workplace Experience/People teams on onboarding, offboarding, and tooling changes.Reinforce security awareness with users (e.g., phishing, account sharing, strong passwords, reporting suspicious activity).Escalate any suspected security incidents promptly to the SOC or security team as per defined procedures.Required Qualifications & Experience02 years of experience in an IT Helpdesk, Service Desk, or technical support role in a corporate or MSP environment (internships and part-time roles welcome).Basic understanding of:Operating systems (Windows and/or macOS)Networking fundamentals (Wi-Fi, VPN, basic connectivity troubleshooting)SaaS concepts and SSO/identity providersStrong customer service orientation with clear, professional written and verbal communication in English.Demonstrated ability to follow runbooks and procedures accurately, asking for help when issues are unclear or out of scope.Proven interest in IT (coursework, certifications, labs, side projects, or prior support experience).Preferred QualificationsExposure to or interest in:Google Workspace, Slack, Zoom, and other modern collaboration toolsTicketing tools such as Freshservice, Zendesk, or ServiceNowIdentity and access management solutions (e.g., JumpCloud, Okta, Azure AD SSO)Basic awareness of information security concepts (least privilege, MFA, phishing, secure data handling).Entry-level certifications a plus (e.g., CompTIA A+, ITF+, Google IT Support, or similar).Help desk support, Help desk, Support, Customer service, Service desk, Ticketing system, mac, windows, slack, zoom, TroubleshootingHelp desk support,Help desk,Support,Customer service,Service desk,Ticketing system,mac,windows,slack,zoom,TroubleshootingSee above.Entry Level