[Hiring] Help Desk Specialist @Steno

Role Description

• Serve as the primary Tier 1 point of contact for end-user IT support, managing ticket intake, triage, and resolution through the Foqal ticketing system.
• Troubleshoot methodically — reproducing issues, consulting Guru documentation and prior tickets, and applying structured first-line diagnostics before escalating.
• Resolve software support requests including application troubleshooting, access issues, and basic configuration, plus provide Zoom Phone setup, configuration, and support.
• Escalate unresolved issues to Tier 2 IT Analysts with thorough documentation and context, following established escalation workflows.
• Manage end-to-end computer and accessory deployment for new hires and existing staff, coordinating with vendors and tracking fulfillment status.
• Stage and deploy standard new-hire software licenses per the New Hire Deployment Worksheet and Technical Deployment Matrix, escalating non-standard provisioning to Tier 2.
• Maintain and distribute role-specific onboarding training materials, videos, and guides tailored to new hire job titles and required applications.
• Coordinate hardware repair, e-cycling, and responsible disposal of end-of-life equipment, and process purchase requests and inventory tracking via the ticketing system.
• Create, update, and maintain IT knowledge base content, SOPs, and support workflows to reduce repeat tickets.
• Participate in team meetings and retrospectives, and provide peer coverage across the Helpdesk Specialist team to maintain operational resilience.
• Maintain a valid driver’s license and reliable transportation to transport company hardware to shipping, retail, and repair facilities, as needed.

Qualifications

• Roughly 1+ years of help desk, IT support, or comparable customer-facing technical experience (or an equivalent mix of coursework, certification, and hands-on practice).
• Proficient in troubleshooting macOS and Windows environments.
• Comfortable with SaaS provisioning, remote support tools, screen-sharing platforms, and MDM basics.
• Familiarity with Google Workspace, Microsoft 365, and Zoom (including Zoom Phone) administration and troubleshooting.
• Strong written communication skills suited to an async-first, fully remote environment.
• Sound judgment about what to resolve at the first line versus when to escalate.
• Security-minded, with working knowledge of phishing tactics and social engineering patterns.
• Associate's or Bachelor's degree, a relevant certification like CompTIA A+, or equivalent practical experience.
• Collaborative team player who thrives on peer coverage, knowledge sharing, and managing multiple open tickets at once.

Benefits

• Pay - $27-$36/hour.
• Premium Medical, Dental, & Vision Coverage – options for you and your family, with 100% of premiums covered for some plans – well above industry benchmarks.
• Healthcare Reimbursement - additional support to help offset out-of-pocket healthcare costs.
• Wellness/Mental Health - shared benefits to be used among employees and families.
• Flexible Paid Time Off - allowing employees to find balance in their lives.
• Options of Equity - we know our success is nothing without our team.
• Access to a company-provided 401(k) account.
• A home office setup and a monthly stipend to offset internet and phone costs.

Company Description