Location
Sunnyvale, CA | United States
Job description
Job Summary:
The IT Engineer interacts with end-users to identify current computing procedures and desktop-based LAN systems software operations and makes selection recommendations accordingly. Maintains, repairs, and troubleshoots desktop hardware and software packages. Writes manual for end-users to describe installation and operating procedures. Responsible for writing documentation to describe product corrections. This position will be 4 days onsite and 1 day remote.
Essential Functions:
- Ability to identify and either resolve an issue or coordinate a quality escalation to corresponding departments
- Communicating your encounters effectively to teammates to get things done
- Understanding how to use different resources to work through issues
- Developing a system to retain knowledge learned to effectively support a wide range of support needs for our laboratory staff & equipment
- Work closely with the Director of IT, Engineers, and technical staff to ensure exceptional customer service for all support needs
- Works on projects/matters of limited complexity in a support role
- Having the vision to adapt to constantly changing priorities, adjusting as needed
- Handle Tier 1 help desk escalations through tickets or phone
- Follow up on outstanding requests and ensure timely resolution
- Create accounts and configure hardware as part of on-boarding process
- Support audio and video equipment in conference rooms
- Manage and monitor internal assets to ensure accurate inventory records
- Maintain all deployed computers/laptops/printers, repairing & replacing as needed
- Supporting IP phone systems, administering changes as needed
- Take on further duties steadily as you grow into your role with the team and our staff
- Ensure that security protocols are up-to-date and enforced
- Must be willing to participate in IT on-call system
Qualifications:
- 5+ years of knowledge and experience supporting Microsoft Windows 10 and Office 365
- 3+ years of SCCM experience
- 3+ years experience Salesforce CRM
- 5+ with Apple IOS, Mac OS preferred
- A+ or Network+ certification highly preferred
- 5+ years of experience with Windows server
- 5+ years' experience EndPoint Security Solutions
- 5+ years experience of Enterprise Networks (Advanced understanding of network protocols (TCP/IP, UDP, DNS, DHCP, NTP, SFTP, wireless, failover, load-balancing)
- 7+years experience with Active Directory administration including group policies, FSMO roles, remote desktop server
- Exceptional customer service skills
- Strong communication skills, both written and verbal
- Self-directed work ethic
- Comfortable supporting all staff employees including the executive team
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- Dice Id: 10105282
- Position Id: 730907
Job tags
Salary
