IT Help Desk Specialist, Senior

FM Industries•Fremont, CA

5d•$45 - $55

About The Position

Responsible for providing exceptional technical support to employees, contractors, and temporary staff across multiple sites. In this role, you will support a Windows 7/10/11 environment and serve as a key point of contact for resolving complex technical issues. We’re looking for someone who brings a take-charge, proactive mindset and a genuine passion for information technology and helping people. The ideal candidate thrives in a fast-paced environment, communicates clearly, and consistently delivers outstanding customer service.

Requirements

Minimum 5 years of technical support experience and 5+ years working in a Windows-based environment.
Strong understanding of core network protocols including DHCP, DNS, TCP/IP, NSLOOKUP, VPN, and Remote Desktop.
Advanced knowledge of Microsoft operating systems with emphasis on Windows 11, Office 365, and Exchange.
Experience troubleshooting in networked environments including permissions, calendar sharing, and delegation.
Basic Active Directory administration for user accounts and security groups.
Working knowledge of file server structures such as mapped drives and UNC paths.
Strong problem-solving and troubleshooting skills for Windows operating systems and Microsoft Office applications.
Ability to clearly communicate technical information—both verbally and in writing—to a wide range of end users with varying skill levels.
Strong oral and written communication skills that support effective troubleshooting and customer interaction.
Ability to engage customers professionally with a friendly, service-oriented approach.

Nice To Haves

Bachelor’s degree preferred in Information Systems, Business, Communications, or a related field.
Microsoft Certified Solutions Associate (MCSA) – is a plus.

Responsibilities

Serve as primary point of contact for tickets, phone calls, and email requests related to IT support issues.
Resolve or escalate Level I and II tickets while maintaining ownership through completion, including proactive follow-up with requestors on status and progress.
Configure new-hire equipment such as computers, desk/mobile phones (iOS and Android), and peripheral devices.
Create Windows accounts and assign network access rights as part of the onboarding workflow.
Coordinate repairs and maintenance of office printers and computing equipment with external vendors.
Maintain standardized configurations for user computer systems in alignment with established IT policies.
Develop and publish support documentation to assist users with training and self-service needs (KB).
Provide basic in-house training on Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
Support conference room A/V systems to ensure reliable audio and video functionality.
Maintain and monitor the asset database to ensure accurate hardware and software inventory records.
Travel occasionally as required.