Senior IT Support Specialist

2 weeks ago


San Francisco, California, United States HOK Full time
Job Summary

HOK is a global design, architecture, engineering and planning firm seeking a Sr. IT Support Specialist to join their team in San Francisco. This hybrid position involves providing Tier 2 technical support to system users, troubleshooting computer equipment, and maintaining network systems.

Key Responsibilities
  • Monitor the helpdesk system for timely closure of tickets and provide an escalation path for unresolved issues.
  • Oversee the daily performance of computer systems and peripheral equipment.
  • Observe, escalate, and/or correct system problems.
  • Verify employee equipment is set up correctly, including hardware and software installation.
  • Maintain and verify the accuracy of account and inventory records.
  • Study technical manuals and confer with users to resolve problems.
  • Work closely with product vendors and managers to service major hardware/software problems and defects.
  • Train users in the proper use of hardware or software.
  • Confer with general staff and management to establish requirements for new systems or modifications.
  • Demonstrate continuous effort to improve operations, decrease turnaround times, and provide quality customer service.
Requirements
  • Advanced knowledge of basic PC components.
  • Advanced knowledge of Microsoft-based networking protocols.
  • Experience with voice and data telecommunications systems.
  • Experience with remote access technologies for support and office connectivity.
  • Proficiency in Microsoft 365 required.
  • Ability to set up and operate a variety of computer equipment.
  • Ability to work efficiently, in an organized manner, and with attention to detail.
  • Ability to communicate timely and effectively regarding technical matters.
Benefits

HOK offers a comprehensive benefits package, including medical, dental, and vision coverage, a 401(K) savings plan, disability, life, and accident insurance, paid time off (PTO), and parental leave. Compensation is based on experience, qualifications, education, and location.



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