IT End User Support Specialist
About The Position
We are seeking an experienced IT End User Support to provide advanced technical support and leadership within our IT operations team. This role is responsible for resolving complex technical issues, mentoring junior staff, and ensuring the stability, security, and performance of end-user systems and infrastructure. The pay range below is for Bay Area California only. Actual salary may vary based on a number of factors including job location, job-related knowledge, skills, experiences, trainings, etc. We also offer incentive opportunities that reward employees based on individual and company performance. We use artificial intelligence to screen, assess, or select applicants for the position. Applicants must be eligible for any required U.S. export authorizations.
Requirements
- Bachelor’s Degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 3+ years of experience in IT support or help desk roles
- Strong knowledge of Windows and/or macOS environments
- Experience with Active Directory, Office 365, and endpoint management tools
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Proven ability to troubleshoot complex technical issues
- Excellent communication and customer service skills
- Problem-solving and analytical thinking
- Strong attention to detail
- Ability to prioritize and manage multiple tasks
- Leadership and mentoring skills
- Customer-focused mindset
Nice To Haves
- Industry certifications (e.g., CompTIA A+, or Microsoft certifications)
- Experience with ticketing systems (Service-Now)
- Familiarity with cloud platforms such as Azure, Microsoft Intune
- Experience supporting remote or hybrid work environments
Responsibilities
- Provide Tier 2/3 support for hardware, software, and network issues
- Troubleshoot and fix escalated issues quickly to keep things running smoothly
- Set up and maintain laptops, mobile devices, and peripherals
- Support systems like Active Directory, email, and VPN access
- Handle printer troubleshooting and fixes
- Help users with conference room AV setups (Crestron, Logitech, etc.)
- Jump in on IT projects like upgrades, migrations, and deployments
- Troubleshoot login issues, Wi-Fi problems, and application errors
- Document solutions and processes for the knowledge base/SOP
- Work with other teams to improve overall IT support and user experience
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
