IT Service Desk

Jade Global•San Jose, CA

2d•Hybrid

About The Position

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. The role focuses on supporting Jira, Okta, Slack, and resolving general IT-related issues to ensure smooth day-to-day operations and a positive user experience.

Requirements

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.

Nice To Haves

Experience supporting enterprise collaboration and identity platforms is an advantage.

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.