IT Support Specialist ll in Santa Clara, CA at Vaco

Date Posted: 5/13/2022

Job Snapshot

Job Description


Position Summary: The Group IT Support Specialist provides support on all compute devices (desktop/laptop/mobile), printers, applications, performs network troubleshooting and remote desktop support. This role also provides general user & group administration on Active Directory and Exchange. Support duties to be performed in both the office environment and the clients manufacturing /production floor.

Responsibilities:
● Monitor service desk ticket queues and respond to requests for service in a timely manner
● Evangelize use of service desk and train users on how to log tickets appropriately
● Log service requests in the IT service desk when not entered by requestor
● Build, configure, and support computers, mobile devices, printers/copiers, and related peripherals
● Perform user administration tasks via Active Directory & Exchange
● Perform network troubleshooting to assist senior IT support in problem resolution
● Provide end-user training on proper techniques and procedures to effectively complete their work as it
relates to endpoint computing
● Serve as the friendly face of IT to internal/external customers
● Respond to requests for technical assistance in person, via phone, electronically
● Research questions using available information resources & advise user on appropriate action
● Diagnose and resolve technical hardware and software issues
● Escalate problems to correct resource per SLA guidelines
● Work with external vendors to resolve issues in a timely manner
● Perform system imaging and create software installation packages as required
● Create documentation and KB articles for team members to aid in cross training and consistency in
work efforts. Keep documentation up-to-date
● Inform management of recurring problems
● Work with team members to find solutions for recurring problems
● Maintain log of damaged assets and follow defined disposal protocols and procedures
● Participate in group discussions related to resolving common issues and escalate/collaborate with IT
staff in other areas as necessary
● Other duties as assigned

Required Skills / Experience:
● 5 to 7 years' desktop support experience installing & troubleshooting Win 7 & 10 OS
● 5 to 7 years' experience managing Android/Apple mobile devices in a business environment
● 5 years' imaging systems using Acronis, Ghost or other tools
● 5 years' in a business facing IT customer support role
● Proficiency in Microsoft Outlook, Excel, Word and Visio
● Demonstrable skills performing networking troubleshooting tasks, to resolve issues
● 3 to 5 years' experience with Active Directory and VMware
● IT helpdesk/service desk ticketing system experience (KACE, ServiceNow, etc.)
● Strong verbal and written communication skills with the ability to translate business need into system
requirements
● Flexible and able to work as part of a team or independently
● Highly organized, attention to detail and able to multi-task
Desired Education / Certification:
● High School Diploma or equivalent
● CompTIA A+ certification
● CompTIA Network+ certification