ICT Specialist

Irca Group • Union City, CA

1d • Hybrid

About The Position

As ICT Specialist, you will be the first line of support for the organizations IT operations. You will provide on-site support for local plant users and remote support users operating in the Americas region and occasionally to users in our EMEA and APAC regions. You will be responsible for handling initial incident and service requests for the IT department, and escalating requests when needed. You will facilitate the handling of outsourced tickets with our IT partners. You will support the organization’s users by performing troubleshooting techniques; maintaining services, applications and computer systems; and by procuring, configuring, and maintaining hardware and software assets. You will maintain clear and organized documentation on IT processes and procedures, incident resolutions, and applications and services. You must be proficient, organized, and passionate about learning new technologies and services. You must be an excellent communicator and be able to handle stressful situations.

Requirements

• Associate Degree or higher
• Comptia A+, Network+, Security+ certified or equivalent certifications
• 2-4 years prior IT Help Desk experience or similar IT role
• Proficient with Windows 10/11 devices
• Proven hands on experience with diagnosing and resolving basic technical issues
• Excellent communication skills; English
• Excellent problem solving skills
• Outstanding organizational and time management skills
• Oustanding customer service skills
• Ability to travel

Nice To Haves

• Proficient with Windows Server
• Proficient with Mac OS, iOS, and Android devices
• Experience with Infor M3 and SAP ECC 6.0
• Experience with Microsoft 365, Entra, Intune, Azure, and Microsoft IIS
• Experience with HP Aruba network switches and wireless access points
• Experience with Service Desk Plus
• Additional IT certifications a plus
• Fluency in Spanish a plus

Responsibilities

• Provide first line of support to users via ticketing system, email, phone, Microsoft Teams and through other channels as necessary
• Provide on-site support to local plant users and remote support for other users
• Perform remote troubleshooting using best practices
• Troubleshoot, diagnose, and resolve technical hardware and software issues
• Provide quick resolution and excellent customer service
• Route requests and incidents to the next level of support as needed
• Follow-up with users to ensure issues are resolved
• Ensure security and privacy of networks and computer systems
• Maintain current and accurate inventory of all IT assets
• Ensure timely hardware delivery to all new hires
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting within our knowledgebase
• Suggest improvements on processes and procedures
• Additional responsibilities as assigned by management

Benefits

• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree