Senior IT User Support Specialist

3 weeks ago


Irvine, United States Axelon Full time
Job Title: Senior IT User Support Specialist (4 days in office, 1 remote)
Location: Irvine, CA
Pay: 48-52/hr


Job Overview:
  • They will develop a strategy to ensure quality support is given to everyone in the office. They will be the point person on any developing situations needing help or escalation.
  • 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.
Education/Experience:
  • Bachelors degree with a solid background in IT with 4-5 years of experience.
  • Desktop Support background - 4+ years, Help desk and end user troubleshooting experience, Site support experience.
  • Ivanti Management, Ivanti Neurons, White Glove experience
Top Must-Haves:
  1. Technical Skills in Desktop Support
  2. Communication Skills
  3. Microsoft Office Suite
Top Nice-To-Haves:
  1. Data Analysis
  2. Customer relationship


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