Desktop Support Specialist

Infracore•San Diego, CA

1d•$23 - $32

About The Position

Infracore is growing and we are continually looking for a Desktop Support Specialist to join our team of passionate IT professionals. In this role, you will transform the customer experience through personalized service. As Infracore’s “First Responder”, you will apply a collaborative mindset to your day-to-day activities, resolving end-user IT challenges, troubleshooting all types of back-end business technology, and diagnosing and resolving customer pain points.

Requirements

High school diploma or general education degree (GED); or equivalent combination of education, certifications and experience
1+ years of relevant work experience in an Enterprise IT department troubleshooting a wide variety of end-user issues including file corruption, application software, BSODs and failed updates
Working knowledge of Active Directory (Moves/Adds/Changes/Deletes)
Working knowledge of at least one component of the Microsoft 365 ecosystem including Exchange Online, Teams, SharePoint and OneDrive
Understands (ability to explain and provide examples) cybersecurity measures, such as multi-factor authentication, SSL certificates, disk/device encryption & public key infrastructure (PKI)
Understands (ability to explain, recognize and provide examples) common security risks including phishing, password re-use and social engineering
Working knowledge and understanding of DNS, TCP/IP networking, Ethernet and Wi-Fi
Experience working in an enterprise IT ticketing system
Working knowledge of PC hardware components

Nice To Haves

Bachelor’s degree in Computer Science
Working knowledge of Mac hardware components
Working knowledge of Azure Active Directory and Azure MFA
Working knowledge with Windows Server and PowerShell
Knowledge of common legal compliance initiatives such as SOX, HIPAA, CCPA and ISO a plus

Responsibilities

Understanding Infracore’s mission, values, and guiding principles.
Understanding Infracore’s client base, business model, products and services in detail and completes identified computer-based training labs.
Building a foundation of strong relationships with Infracore teammates.
Working with Infracore’s service desk ticketing standards and processes
Participating in ticket review meetings to start identifying opportunities for improvements.
Understanding of the client compliance landscape, what data is protected and how it is controlled.
Handling customer service requests such as user account creation and termination in active directory and routine permission changes for less sensitive systems.
Handling basic desktop application troubleshooting such as MS365, printer and scanner support and basic network troubleshooting.
Managing desktop support tickets and accurately handling incoming requests by triaging appropriately, ensuring work and timelines are clear.
Engaging in daily, weekly, and monthly IT team meetings with teammates to maintain accountability and speaks up to communicate gaps.
Handling compliance-sensitive requests following documented procedures.
Handling 80%+ of customer issues via e-mails, phones, and walk-up service requests without requiring technical escalation.
Handling more complex requests including troubleshooting network issues, mobile device issues, and PC and Mac performance issues.
Assisting the team with routine audits and equipment inventory and orders.
Mentoring and training fellow teammates as needed.
Proactively identifies ways to improve department efficiency through creative ideas and solutions and brings them to manager.
Delivering real-time support to high-visibility events such as all-hands video conferences and board meetings.
Takes on first-round troubleshooting for more complex customer issues including network troubleshooting and system performance issues.