IT Helpdesk Support Specialist

CrackaJack Digital Solutions LLC•Santa Clara, CA

1d•Onsite

About The Position

As a core member of our IT team, you will provide expert technical assistance, troubleshoot and resolve issues, enhance user productivity, drive documentation and knowledge sharing, analyze and improve IT infrastructure, support critical operations, ensure compliance, collaborate and escalate issues, and engage in continuous growth. You will be a key contributor to an empowered culture where your insights and efforts are critical to the overall success of Ampere.

Requirements

6 years of experience in IT helpdesk support.
Strong proficiency and troubleshooting expertise across diverse operating systems: Windows, macOS, and Linux environments.
Exceptional analytical and diagnostic skills with a track record of identifying problems, running diagnostic programs, and implementing effective solutions.
Excellent interpersonal, verbal, and written communication skills, coupled with strong customer service orientation to provide a positive user experience.
Demonstrated ability to thrive and adapt in a dynamic, fast-changing environment with competing priorities and deadlines.
Self-motivated with the ability to work independently, manage workload effectively, and collaborate seamlessly within a team.

Nice To Haves

Associate’s degree in Information Technology, Computer Science, or a related field is preferred, but not required.

Responsibilities

Serve as the primary point of contact for technical support, delivering prompt and effective assistance to end-users via phone, email, chat, and remote access.
Diagnose and resolve technical issues related to computer systems, hardware, software, and network connectivity across Windows, macOS, and Linux operating systems.
Manage user accounts, including password resets, access permissions, and new user onboarding, ensuring seamless access to essential applications and services.
Develop and maintain comprehensive technical documentation, knowledge base articles, and runbooks to empower users and streamline future support processes.
Proactively analyze support tickets and trends to identify root causes, recommend solutions, and contribute to continuous service improvement initiatives.
Perform asset inventory management, track hardware/software life cycles, and support the procurement of IT equipment to ensure optimal resource allocation.
Facilitate seamless virtual and in-person meetings by providing technical setup and on-site support for audio/visual and collaboration platforms (e.g., Teams, Zoom).
Execute all support activities in strict accordance with established IT policies, procedures, and security protocols.
Effectively escalate complex issues to Tier 2 Helpdesk Support or specialized IT teams when necessary, ensuring timely resolution and communication.
Actively engage in self-study and training programs to continuously improve technical skills and knowledge, staying abreast of emerging technologies.
Actively contribute to an empowered culture where your insights and efforts are critical to the overall success of Ampere.