IT Support Specialist

1 week ago

Pittsburgh, Pennsylvania, United States Aurora Innovation Full time
About the Role

Aurora Innovation is seeking a highly skilled and customer-focused Support Specialist to join our Technical Services team. As a Support Specialist, you will be responsible for providing world-class support to our customers, resolving technical issues, and ensuring seamless customer experiences.

Key Responsibilities
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Troubleshoot a wide variety of user issues to resolution.
  • Walk customers through the problem-solving process.
  • Follow up with customers to ensure issues have been resolved.
  • Ensure proper documentation process and solutions to ticketed issues.
  • Assist with on-boarding and off-boarding of employees and contractors (system and account provisioning, etc.).
  • Ensure security and efficiency of IT infrastructure.
  • Develop and maintain departmental documentation.
  • Research and recommend innovative and automated approaches for system administration tasks.
  • Run reports to determine malfunctions that continue to occur.
  • Provide 'smart hands' for various IT organizations as needed (Network/AV, etc.).
Requirements
  • Exceptional customer service orientation.
  • Proven analytical and problem-solving abilities.
  • 2+ years of experience with various operating systems and hardware platforms, including Ubuntu, MacOS, and Windows.
  • Experience with one or more of the following MDM/configuration management tools: Workspace One, Kandji, Terraform.
  • Experience working with modern Cloud IAAS/PAAS providers, including Okta, Atlassian, Google Workspace, and Slack.
  • Excellent communication skills and ability to document and explain technical details clearly and concisely.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Patience for dealing with difficult customer-service situations.
  • Proven ability to learn new technologies quickly to a high level of proficiency.
  • Ability to manage multiple tasks concurrently in a fast-paced environment.
  • Proven experience in a heavy customer focus position involving technical knowledge and system troubleshooting.
Preferred Qualifications
  • Expertise with modern Cloud IAAS/PAAS providers, including AWS and GCP.
  • Familiarity with Unix and Windows Shell terminal.
  • Scripting/programming in BASH/Python or other.
  • Bachelor's degree in computer science or a related technical field, or equivalent professional work experience.
About Aurora Innovation

Aurora Innovation is a leading technology company that is transforming the transportation industry with its self-driving technology. We are committed to providing access to anyone who seeks information from our website and invite anyone using assistive technologies to email us if they experience difficulty using our website.

We consider candidates without regard to their race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, pregnancy status, parent or caregiver status, ancestry, political affiliation, veteran and/or military status, physical or mental disability, or any other status protected by federal or state law.

We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

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