Drive resolution of support tickets across enterprise systems including Google Workspace, Slack, and internal tools
Build user-friendly and AI-friendly documentation and knowledge base articles
Lead troubleshooting efforts for escalated technical issues
Manage light automation projects and system configuration tasks
Collaborate with Engineers on automation initiatives and provide frontline insights on user pain points
Listen to user issues with empathy and patience

2+ years of experience in IT support, helpdesk, or technical operations with demonstrated ability to troubleshoot and resolve user issues independently
Strong customer service orientation with excellent written and verbal communication skills for both technical and non-technical audiences
Hands-on experience with enterprise tools such as Google Workspace, Slack, Jira, Kandji, or similar SaaS platforms
Initiative to identify and implement process improvements, whether through documentation, lightweight automation, or workflow optimization
Bias for action with ability to work independently, prioritize competing requests, and maintain composure during high-volume periods

IT Support

Key skills