Position Overview
Our IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the IT Support Specialist is to provide first-line support for all staff. The IT Support Specialist is responsible for logging incidents and service requests and resolving support requests, ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. Service Desk staff work in a dynamic, fast-paced environment which provides services over the phone, through email, phone, in person (for walk-in customers) and self-service. This position will be based out of the San Jose Region supporting various San Jose offices.

Role & Responsibilities:
• Be the onsite local presence of IT for our customers, aiding and resolution to issues in a prompt, courteous, and empathetic manner.
• Work with in-house staff as well as outsourced service and hardware vendors on technical support issues to ensure minimal downtime and disruption.
• Provide support for users in the operation of a range of hardware including printers, scanners, and other external peripherals.
• Assist in maintaining, updating, inventorying, and troubleshooting (both onsite and remotely) approximately TBD devices, including servers, desktop computers, laptops, and mobile devices.
• Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications.
• Assist all our users with any logged IT-related incident when called upon.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Accurately record, update, and document requests using the IT service desk system (ServiceNow).
• Install and configure new IT equipment and accurately keep track of asset lifecycle from assignment to repair, to refresh, to recovery.
• Resolve incidents and upgrade different types of software and hardware including printers, copiers, and scanners.
• Create temporary user accounts and reset passwords ensuring that the correct permissions and data security are applied.
• Maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Be a highly motivated team player with the skills and ability to manage changing priorities.
• Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
• Other duties as assigned

Qualifications / Requirements:
• Associate's degree in Information Technology or equivalent experience.
• 3+ years of experience within the information technology field, including but not limited to PC and mobile device support.
• Experience with the following technologies:
• Dell Desktops and Laptops
• Microsoft Active Directory and Azure, O365, Teams, Office, Exchange Online, SharePoint
• Apple and Android Tablets and Phones
• Problem-solving skills and the ability to troubleshoot IT issues.
• Verbal and written communication skills.
• Ability to work independently and as part of a team.
• Willingness to learn and adapt to new technologies and processes.
• Customer-focused attitude with a commitment to providing high-quality service.
• Experience with mobile device encryption implementation and management is preferred.
• Experience with IP security camera and video recording server management is preferred

We are unable to provide immigration sponsorship for this position.
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