IT Services Specialist
Menlo Park, CA, United States
Department & Team: Information Technology / IT Services
Client IT is looking for an IT Services Specialist to join our deskside support team in the company's Menlo Park, CA office. The primary focus of this role is to support and maintain the desktop computing environment on-site and for remote users and various locations as required. This includes troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity, and operating systems. This person will provide hands-on desk side support assistance and be responsible for Mac and Windows computing devices through all phases in the hardware and software lifecycle (e.g., deployment, operations/support and retirement of devices), including usage of Jamf and Microsoft Intune Autopilot. This person will perform most of the mentioned tasks while providing a high level of customer service to the users which also includes executive level support.
Responsibilities:
Provide high level customer support with a focus on ownership and follow-through with every interaction.
Tier 2 technical escalation point for the Global IT Service Desk team for issues that cannot be resolved via phone or remote access.
Perform installations, maintenance and repair work on production client computing hardware or software that supports the business.
Manage work requests via ServiceNow ticketing system and create documentation for support processes and workflow.
Investigate and recommend hardware & software solutions & upgrades based on evolving business requirements.
Enforce corporate security standards for the desktop computing environment.
Strong Audio/Video Conference support skills, preferably with Zoom and Zoom rooms.
Basic server/network knowledge (racking servers, punch downs).
Manage and maintain desktop asset inventory.
Provide routine administration and housekeeping tasks.
Qualifications/Skills Required and Preferred: 2-3 years of experience in IT Support in a professional environment, configuring and repairing computer hardware, printers, software, network connectivity and operating systems.
Strong customer service focus and interpersonal skills is a must.
Outstanding communication skills, both written and verbal, with the ability to create rapport with clients, delivering a high level of customer service.
The ability to communicate effectively face to face and in writing with people at various levels, including executive level.
Extensive technical knowledge of Mac OS and Windows OS.
Experience with Jamf and Microsoft Intune Autopilot a plus.
Experience with Zoom and Zoom rooms.
Able to work with peers on a global scale.
Demonstrated aptitude for continuous learning and innovative thinking.
Must be able to lift up to 50 lbs
As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability.