> Markdown version of [/jobs/ext/1995272-it-service-desk-engineer](https://www.wearedevelopers.com/jobs/ext/1995272-it-service-desk-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# IT Service Desk Engineer

- **Company:** Coinbase, Inc.
- **Location:** Tallahassee, FL, United States
- **Experience:** Expert
- **Salary:** $96,304.0 - $113,859.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Amazon Web Services, Android Software Development, Apple IOS, Apple Mac Systems, Chrome OS, Software as a Service, Domain Name System (DNS), Identity and Access Management, Information Technology Operations, Virtual Private Networks (VPN), TCP/IP, Wi-Fi Technology, Scripting, Computer Network Technologies, Okta, Slack, Atlassian Tools, Casper Suite, Gsuite
- **Published:** August 8, 2026
- **Apply:** https://www.juju.com/job/00000000gm5xy8

## About the Role

* 5+ years of Tier 2 technical support experience across macOS, iOS, Chrome OS, Android, and Windows/AWS Workspaces, including 3+ years administering Google Workspace, Atlassian, Okta, Jamf, and Slack in an enterprise environment supporting 1,000+ users

 * Proven root cause analysis, escalation management, and SLA ownership in a high-volume support environment, with demonstrated ability to mentor Tier 1 engineers and improve escalation quality

 * Mid-level networking knowledge including TCP/IP, DNS, VPN, and Wi-Fi troubleshooting, combined with working knowledge of scripting, automation, or workflow tooling to improve efficiency at scale

 * Track record of using support metrics and recurring issue data to identify improvement opportunities, create documentation that reduces ticket volume, and communicate outcomes to stakeholders

 * Experience working in agile, cross-functional IT environments with multiple concurrent priorities

 * Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

 * Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs and drive measurable improvements in efficiency, cost, and quality.

## Description

As an IT Service Desk Engineer on our IT team, you'll play a key role in keeping Coinbase employees productive and supported globally. You'll own complex Tier 2 escalations, solve issues across devices, applications, and cloud platforms, and help improve and scale the service desk as Coinbase grows.

What you'll do:

 * Own Tier 2 troubleshooting and resolution for hardware, software, networking, and access issues escalated from Tier 1 while meeting SLAs

 * Support Coinbase's SaaS ecosystem including Google Workspace, Atlassian, Okta, Jamf, and Slack, along with compliance and onboarding/offboarding workflows

 * Perform root cause analysis for recurring or high-impact issues and drive corrective actions through resolution

 * Build and maintain documentation, SOPs, and knowledge base content that reduce repeat tickets and improve support quality

 * Partner with IT Operations, Security, IAM, Corp Engineering, Workplace, Procurement, and vendors to resolve advanced issues and improve service delivery

 * Identify support trends and workflow gaps, then use automation, scripting, or process improvements to reduce manual work and deliver measurable operational impact


## Related Videos

- [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app)
- [Stack Overflow: Community and AI](https://www.wearedevelopers.com/videos/600-stack-overflow-community-and-ai)
- [Coffee with Developers - Adam Wiggins](https://www.wearedevelopers.com/videos/919-coffee-with-developers-adam-wiggins)
- [Cloud as the new mainframe: why the cloud hype does not reflect the dev reality](https://www.wearedevelopers.com/videos/797-cloud-as-the-new-mainframe-why-the-cloud-hype-does-not-reflect-the-dev-reality)
- [Inside Bitpanda's Tech Stack: Scaling a European Fintech Leader - Markus Dorner](https://www.wearedevelopers.com/videos/1979-inside-bitpanda-s-tech-stack-scaling-a-european-fintech-leader-markus-dorner)
- [Startup Presentation: Dealing with the bug Mafia](https://www.wearedevelopers.com/videos/1175-startup-presentation-dealing-with-the-bug-mafia)

## Related Articles

- [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again)
- [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers)
- [The Best X (Twitter) Accounts for Developers](https://www.wearedevelopers.com/magazine/294-the-best-x-twitter-accounts-for-developers)
- [How we Build The Software of Tomorrow](https://www.wearedevelopers.com/magazine/120-how-we-build-the-software-of-tomorrow)
- [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)
- [Dev Digest 137 - AI'm not sure about this](https://www.wearedevelopers.com/magazine/485-dev-digest-137-ai-m-not-sure-about-this)