Serve as the first point of contact for IT support requests via Service Desk calls, tickets, and walk-ups, following documented processes and escalation procedures.
Provide IT troubleshooting for hardware, software, peripherals, and enterprise applications across global offices and remote users.
Manage ticketing systems, ensuring timely resolution and proper escalation of issues.
Perform password resets, account provisioning, and remote assistance for end-users.
Administer and support enterprise-level solutions for managing computing devices within the Five9 global environment.
Troubleshoot, research, diagnose, and document technical issues involving client systems, VPN, and network connectivity.
Support and maintain laptops, desktops, mobile devices (iOS/Android), printers, and A/V systems for onsite and remote employees.
Assist with IT purchasing hardware and software as needed.
Participate in developing and implementing standard operating procedures and customer service guidelines for IT support.
Collaborate on global IT projects and initiatives with colleagues across Five9 sites.
Provide occasional off-hours support, including evenings and weekends.
Perform other related duties as assigned.

2+ years in IT support, helpdesk, or customer service roles
Hands-on experience with Windows/Mac OS, Microsoft Office, remote support tools, and ticketing systems
Familiarity with Active Directory for user, group, and policy administration
Understanding of network concepts (wired/wireless) and protocols
Strong problem-solving skills with the ability to follow documented processes and adapt solutions
Excellent written and verbal communication skills for interacting with technical and non-technical users
Ability to work independently or in a team on moderately complex assignments
Formal training or certifications (e.g., CompTIA A+, Network+, ITIL) are a plus
Experience with device management tools, JAMF, SaaS applications, and mobile device support is a plus
Microsoft certifications are a plus

Support Technician

Key skills