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IT Support Specialist

2 months ago

Sunnyvale, California, United States Tekfortune Inc Full time

Tekfortune Inc. is a dynamic consulting organization focused on permanent, contract, and project-based staffing solutions for top-tier companies across various sectors. In today's rapidly evolving economic environment, remote recruiting and telecommuting are essential for the future workforce. Our staffing professionals are dedicated to connecting you with the ideal job opportunity.

POSITION OVERVIEW:

Join a team that prioritizes exceptional customer service through a commitment to people, effective processes, and advanced technology. The Global IT division at Tekfortune Inc. is an innovative team of technical experts committed to enhancing the productivity of our global workforce.

This position involves delivering hardware and software support to both local and remote employees, while also coordinating IT projects and activities at the local site in collaboration with Global IT Operations.

KEY RESPONSIBILITIES:

  • Act as the primary point of contact for providing high-level support and problem resolution for Executives and their Assistants.
  • Build trust with the leadership team while ensuring confidentiality and privacy in all interactions.
  • Facilitate onsite Executive meetings and support remote webinar-style sessions.
  • Represent IT on-site and engage in business relationship management initiatives.
  • Coordinate support between regional locations and headquarters.
  • Serve as the local liaison for IT support suppliers, managing equipment and repair services.
  • Collaborate with the global IT team to refine processes and enhance customer satisfaction.
  • Coordinate IT services with shared services within the organization.
  • Participate in special projects on both regional and global scales as required.
  • Adhere to established procedures; create and update documentation; take ownership of end-user issues, striving to deliver outstanding service to all business partners.
  • Diagnose issues effectively and guide users through step-by-step solutions, communicating technical information in a clear and professional manner.
  • Provide hands-on support at deskside as necessary.
  • Manage network accounts, including password resets and account unlocks.
  • Build and deploy computers for new hires, including upgrades and warranty repairs.
  • Unpack and set up desktop and laptop computers in bulk.
  • Install PC operating systems as required.
  • Maintain Windows accounts using Microsoft Active Directory.
  • Support telephony systems, including desk and mobile devices.
  • Provide application support, including account creation, password resets, installation, and troubleshooting.
  • Screen work orders and assign them to the appropriate subject matter experts.
  • Communicate with end-users regarding support ticket status and follow up to assess satisfaction levels.
  • Deliver global customer support, assisting associates in different time zones as needed.
TRAINING REQUIREMENTS:
  • Complete all assigned training on time and satisfactorily.
  • For managers, ensure team members complete all required training on time and satisfactorily.
MINIMUM QUALIFICATIONS:

Education and Experience:
  • Associate Degree in Information Technology, Computer Science, or a related field.
  • OR
  • 3-4 years of equivalent experience.
Knowledge and Skills:
  • Exceptional verbal and written communication abilities.
  • Capability to provide user-friendly support and guidance to computer users.
  • Maintain strict confidentiality and respect for network security.
  • Ability to learn new technical skills and adapt to changing priorities and deadlines.
  • Experience in a call center environment providing technical support via remote tools.
  • Proficient in the configuration, use, and troubleshooting of Windows 7, Windows 10, Mac OSX, and Microsoft Office 365 products.
  • Thorough understanding of current computer hardware and software technologies.
  • Knowledge of LAN/WAN and Wireless Networks.
  • Familiarity with the configuration, use, and troubleshooting of laptop/desktop hardware and internet applications.
  • Experience with Active Directory, Outlook, Antivirus, and Security applications.
  • Familiarity with supporting and troubleshooting mobile devices.
  • Experience with Mobile Device Management systems, including account creation and remote wipe capabilities.
  • Availability for occasional support outside regular business hours as needed.
Physical Requirements:
  • Must be able to lift at least 50 lbs / 25Kg.
  • Must be able to stand or walk for extended periods.
The information provided in this description reflects typical elements and responsibilities of the role. It is not intended to be an exhaustive list of all duties and skills required for this position.