Senior IT User Support Specialist

2 weeks ago

Irvine, United States Virtual Full time
Senior IT User Support Specialist

The Senior IT User Support Specialist is responsible for providing day-to-day technical support to employees for a range of hardware and software related systems. Under limited supervision, this job responds to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.

Key Responsibilities and Duties
  • Provide a very high/white glove level of customer service to the executive team while working in a dynamic complex environment under limited supervision and direction. Provide second level end-user PC support for staffed locations and remote offices.
  • Provide high level on-site call center support.
  • Perform configuration/installation and troubleshooting of PC hardware including laptops, VDI, desktops, tablets/iPads, printers, messaging, and mobile devices, and MIFI.
  • Install, configure, and troubleshoot Windows operating systems, MacOS, Microsoft Office Suite other applications.
  • Provide incident & problem summaries, status reports, and project status as required.
  • Comply with and support ITIL change-incident-problem-asset management processes and work instructions.
  • Coordinate with 1st and 2nd tier teams to ensure timely resolution of complex end user technology issues and incidents to ensure meeting agreed upon service levels.
  • Maintain highly accurate inventory records and
  • Provide end user training and knowledge documentation.
  • Deploy, procure, and collect desktop equipment from end users.
     
Educational Requirements
  • University (Degree) Preferred
     
Work Experience
  • Would prefer the candidate to have a solid background in IT with 4-5 years of experience.
     
Required Qualifications
  • Desktop Support background - 4+ years, Help desk and end user troubleshooting experience, Site support experience.
     
Preferred Qualifications
  • Ivanti Management, Ivanti Neurons, White Glove experience

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