IT Helpdesk Specialist

Joseph J. Albanese•- Santa Clara, CA

1d•Onsite

About The Position

Joseph J. Albanese, Inc. is looking for an IT Helpdesk Specialist to join our team. As a technical resource, you will play an active role in projects and day-to-day helpdesk support services. This position is available immediately and requires the candidate to work in person at the Company’s headquarters in Santa Clara, CA. Voted “Best Place to Work” for the past 7 years in a row, JJA is a dynamic, fun environment with significant career opportunities to further grow and develop professionally.

Requirements

At least 1 year of hands-on experience in computer troubleshooting.
Proficiency in the Office 365 productivity suite (including SharePoint, Teams, etc.).
Understanding of Windows Networking, including Active Directory Domain Services.
Experience with mobile device management (iPhones and iPads); hands-on experience with AirWatch is a plus.
Hands-on hardware troubleshooting experience for desktops, laptops, servers, and related devices.
Ability to read and understand technical manuals, procedural documentation, and OEM guides.
Results-oriented problem solver who is well-organized and a team player with strong oral and written communication skills.
Ability to handle changing priorities and manage multiple tasks simultaneously.
Strong customer service orientation.

Nice To Haves

An associate’s degree or certificate in information technology is preferred.
Bilingual in English/Spanish is a plus.

Responsibilities

Perform onsite and remote analysis, diagnostics, and resolution of incidents and problems related to end-user and IT systems.
Responsible for troubleshooting workstations, networks (Level 1), software applications, phones, copiers, and other technologies.
Manage technology inventory, including procurement and disposal.
Ensure compliance with all software licensing agreements.
Manage and safeguard software media and associated licenses, track software versions, and maintain a centralized log of software usage.
Ensure that incidents are properly resolved before closure or escalate unresolved incidents as necessary.
Provide Level 1 support to JJA end users.
Manage and maintain Microsoft Windows desktop applications and systems, including but not limited to Windows workstations, laptops, Windows Server, and Microsoft Office 365.
Provide technical support and consultation services to end-users via a ticketing system, phone, and chat.
Assist customers in identifying, reproducing, and resolving issues.
Identify and escalate priority issues according to customer specifications.
Conduct customer training and demonstrations.
Serve as the liaison between users and server, network, and third-party administrators to ensure efficient incident and problem resolution.