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IT Support Specialist

2 months ago

Santa Clara, California, United States SharpBrains Full time
Position Overview

We are seeking a skilled Desktop Support Technician with 2-4 years of experience in onsite technical assistance. The ideal candidate will possess a strong knowledge of Windows 7 operating systems and be adept at managing desktop devices, including hardware, software, and connectivity issues, ensuring incidents are resolved efficiently.

Key Responsibilities
  • Oversee the management of IMAC (Install, Move, Add, Change) and desk-side support services.
  • Handle both hard and soft break-fix services for laptops and desktops.
  • Provide standardized and approved hardware and software support throughout the lifecycle of desktop devices, including remote management using appropriate tools.
  • Support, manage, optimize, and maintain desktop configurations, including patch updates and hardware replacements.
  • Utilize service management tools, such as ServiceNow, and demonstrate expertise in EUC tools, remote support tools, Microsoft Office, and Outlook.
  • Possess a solid understanding of Lync, VPN, and mobile device support.
  • Analyze service desk calls related to desktop devices to identify potential user training needs and automation opportunities.
  • Ensure that each desktop device is equipped with the correct desktop image and manage incidents through to resolution.
  • Monitor security profiles and antivirus software compliance on all desktop devices, taking necessary actions for non-compliance.
  • Provide VIP support for desk-side issues and serve as the primary contact for all IT-related concerns in the absence of other IT support teams.
  • Familiarity with ITIL processes related to incident, change, problem, and service requests, as well as spare and buffer stock management.
  • Knowledge of Active Directory and smart hands and feet support is advantageous.
Qualifications

The successful candidate will demonstrate a commitment to maintaining high standards of service and support within a dynamic work environment.