Technical Support Specialist

2 weeks ago

Walnut Creek, California, United States CDW Full time

Job Overview: IT Support Engineer

Location: Walnut Creek, CA

Working Hours: 8:00 AM - 5:00 PM, with a flexible schedule primarily on-site (set schedule for Tue/Wed/Thu, flexibility required for new hires and technical issues)

Position Summary: The IT Support Engineer is responsible for delivering both on-site and remote technical assistance for desktop devices utilized by all staff members. This role encompasses troubleshooting a wide range of technical challenges, including hardware, software, applications, and tools support. Key responsibilities include break/fix support for hardware, laptops, tablets, printers, scanners, copiers, plotters, network connectivity, Active Directory, LAN/WAN, TCP/IP, wireless and remote access VPN, and MS Office Suite support.

Core Responsibilities:

  • Diagnose and resolve issues related to Outlook, Teams, Office 365 environment, Windows 10 and 11.
  • Conduct diagnostics and implement corrective measures for hardware, software, and peripheral devices.
  • Provide deskside and telephonic support to end-users.
  • Identify and troubleshoot network issues/errors or escalate as necessary.
  • Foster professional relationships with colleagues and management.
  • Develop and maintain documentation to uphold and enforce standards, policies, and procedures.
  • Deliver comprehensive technical support, ideally with experience in an engineering environment familiar with CAD, MicroStation, Bentley, 3D engineering modeling, and SolidWorks.

Required Skills and Qualifications:

  • Exceptional end-user (customer) support and service skills with a strong commitment to follow-through and resolution.
  • Ability to maintain a professional and constructive relationship with all team members and management.
  • Awareness of support issues and needs on a company-wide and business basis.
  • Proficient in creating and maintaining documentation to support, enforce standards, policies, and processes.

Additional Information:

  • This position is not remote, although occasional remote work may be possible.
  • Support for approximately 1,400 users.

If you possess a few years of support experience and are comfortable with a flexible schedule, we encourage you to consider this opportunity.

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