Senior IT Support Specialist
2 weeks ago
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.
- 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.
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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