Sr. IT Support Specialist

4 weeks ago

Palo Alto, United States ArrowCore Group Full time

Title: Sr IT Support Specialist

Location: Palo Alto, CA


Summary:

We are seeking a detail-oriented IT Support Specialist to join their IT team. The ideal candidate will have a strong background in IT support, particularly with modern SaaS tools across multiple operating systems, and will be responsible for ensuring all employees have the technical support needed to perform their tasks efficiently. This role involves direct technical support, system troubleshooting, and maintaining our IT infrastructure to ensure high availability and security.


Responsibilities:

  • Provide first-level contact and convey resolutions to user issues via the help desk system or via in-person support for macOS, Windows, and ChromeOS platforms.
  • Troubleshoot and resolve hardware, software, and networking issues for end-users across different operating systems.
  • Support and train users on Rippling for HR management, GSuite for productivity, Slack for communication, and Tailscale for secure network access, ensuring compatibility and optimal performance on various OS platforms.
  • Manage user accounts, permissions, and access rights across supported systems on macOS, Windows, and ChromeOS.
  • Assist in the configuration, setup, and maintenance of IT hardware and software tailored to each OS environment.
  • Ensure all systems are up-to-date with the latest patches and security updates for each operating system.
  • Maintain accurate and current documentation for hardware and software configurations specific to macOS, Windows, and ChromeOS.
  • Develop and update user guides and FAQs for common IT issues across all supported platforms.
  • Track and report on IT issues, resolution times, and user feedback to improve service delivery.
  • Implement and enforce security protocols tailored to each OS to protect company data and infrastructure.
  • Educate staff on IT security best practices relevant to their operating system.
  • Participate in IT projects including rollouts of new applications, upgrades to existing systems, and transitions to new technologies, ensuring cross-OS compatibility.
  • Work with other IT team members to plan and execute these projects effectively.


Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
  • 5+ years of experience in IT support, ideally within a tech or SaaS-focused company, supporting macOS, Windows, and ChromeOS.


Preferred Skills & Experience:

  • Strong understanding of network configurations and troubleshooting across various platforms.
  • Excellent troubleshooting skills in environments running macOS, Windows, and ChromeOS.
  • Knowledge of security practices and protocols specific to each operating system.
  • Proficient in managing devices and software on all three mentioned OS platforms.
  • Exceptional communication and interpersonal skills to interact with users at all levels.
  • Strong problem-solving abilities and customer service orientation.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Ability to work evenings and weekends as needed

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