Location
Folsom, CA | United States
Job description
Job Summary
The IT Specialist, End User Support will assist in maintaining Windows and MacBook workstations, Windows and Unix/Linux based servers, database administration, provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, email and personal requests for technical support. Document, track and monitor problems to ensure a timely resolution. Install software, printers, telephones, etc. Troubleshoot problematic PC issues and other duties as assigned. Serves as subject matter expert and/or top-tier (onsite) support. Will assist with onsite projects and systems installation and IT infra-structure build-out. Monitors IT Service desk request queues and responds to tickets and calls from Global and India employees as needed.
Responsibilities
Essential duties and responsibilities include the following.
Responds to requests for technical assistance in person, via phone, and/or electronically.
- Diagnoses and resolves desktop, hardware and software/Applications issues.
- Researches questions using available information resources.
- Advises user on appropriate actions
- Manage personal and team ticket queue.
- Redirects problems to appropriate resources.
- Identifies and prioritizes situations requiring urgent attention
- Documents resolutions and updates knowledgebase
- Determine whether problem is caused by hardware such as a headphone, modem, printer, cables, external device or telephone
- Handle problem recognition, research, isolation, resolution and follow up for routine users, referring more complex problems to supervisors or technical staff.
- Analyse and evaluates incident reports and makes recommendations to reduce help line incident rate.
- Contact software and hardware vendors to request service regarding defective products.
- Install personal computers, software and peripheral equipment.
- Provide end user systems setup and access.
- Daily monitoring /checks
- IT Asset Inventory Management.
- Logging of noted issues
- Other duties as assigned
Qualifications
To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
Qualifications include:
4-5 years' experience in Desktop or Help Desk Support to domestic and International users in a business setting.
- Strong technical aptitude, ability and troubleshooting skills to solve hardware and OS/Applicaitons related issues.
- Excellent communication and customer service skills to support International users.
- A high degree of professionalism and the ability to think on your feet.
- Ability to work in and with teams and IT Asset Management.
- Attention to detail and follow up.
- Experience with Windows 8/10 and newer is required.
- Experience with Mac OS Catalina, Big Sur, Monterey and newer is required.
- Experience with basic networking is required.
- Experience with Active Directory, Office 365, hardware firewalls plus.
- A+, Net+, Security+, ITIL, MCSA Desktop plus.
- Able to work in 24*7 rotational shifts as per business need.
Job tags
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