Help Desk / IT Support Specialist

Careerswift AI Inc.

Job Overview

Location

San Francisco Office

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact for employees experiencing technical issues with hardware, software, or network connectivity across Windows and macOS environments.
• Respond to and resolve incoming support tickets via ticketing systems such as Zendesk, Jira, or ServiceNow, ensuring all tickets are tracked to completion without delay.
• Diagnose and troubleshoot common hardware failures, software malfunctions, and application errors affecting employee productivity.
• Manage user accounts, permissions, and access controls using Active Directory and Microsoft 365, including onboarding, offboarding, and role-based access updates.
• Assist with basic networking issues including VPN connectivity, DNS resolution, IP configuration, and TCP/IP troubleshooting to restore network access.
• Maintain and update the internal knowledge base with clear, step-by-step documentation for recurring issues to reduce repeat tickets and improve team efficiency.
• Escalate complex, unresolved, or systemic technical problems to appropriate engineering or infrastructure teams with detailed context, logs, and reproduction steps.
• Provide clear, patient, and empathetic technical support to non-technical users, translating complex issues into plain language without judgment.
• Work independently to manage a high-volume ticket queue, prioritize urgent requests, and maintain consistent response and resolution times without constant supervision.
• Collaborate with cross-functional teams to ensure seamless integration of IT support processes with HR, finance, and operations workflows.
• Adhere to company security policies when handling user data, credentials, and system access requests.
• Participate in periodic reviews of support metrics and feedback to identify trends and recommend process improvements.
• Remain current on updates to Microsoft 365, Windows, macOS, and supported enterprise applications to provide accurate and timely support.
• Document all actions taken during support interactions for audit, compliance, and training purposes.
• Contribute to the continuous improvement of IT support workflows by identifying gaps in documentation, tools, or training materials.

🎯 Requirements

• At least 1 year of experience in IT support or a helpdesk role
• Hands-on experience with Windows and macOS
• Familiarity with at least one ticketing system (Zendesk, Jira, or ServiceNow)
• Basic understanding of networking: VPN, DNS, TCP/IP
• Ability to explain technical issues in plain language without making people feel bad for asking
• Comfortable working independently and staying on top of your queue without someone checking in constantly

🏖️ Benefits

• Salary range of $25–$30/hour
• Fully remote position open to candidates anywhere in the United States
• Opportunity to work with a growing AI-focused company
• Direct impact on employee productivity and company operations

Skills & Technologies

Remote

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Careerswift AI Inc.

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About Careerswift AI Inc.

Careerswift AI is an AI-powered talent acquisition platform designed to streamline and optimize the hiring process for businesses. It leverages artificial intelligence to automate tasks such as candidate sourcing, screening, interview scheduling, and communication. The platform aims to reduce time-to-hire, improve candidate experience, and enhance the quality of hires by providing intelligent insights and analytics to recruiters and hiring managers. Careerswift AI operates within the human resources technology (HR Tech) industry, offering a comprehensive solution for modern recruitment challenges.

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