IT Helpdesk Support (Temp to Perm)

Halo Industries•Santa Clara, CA

13h•Onsite

About The Position

The Company Halo Industries has invented technology to replace a decades-old semiconductor material slicing process that wastes billions of dollars annually. Halo’s laser-based technology eliminates this waste, delivering improvements in both material cost and performance, while enabling manufacturing advancements in a diverse set of high-growth applications markets, including the automotive, grid infrastructure, telecommunications and power electronics sectors. Halo originally spun out of Stanford University in 2014, acquiring a significant A round of VC funding in 2020 following the successful demonstration of the company’s precision material slicing equipment. Having proven the production viability of its technology, Halo is now ramping operations at its first pilot manufacturing facility in Santa Clara, CA to meet sales demand. The company is expanding its engineering team to meet its current goals of equipment reliability and cost optimization for deployment into a full-scale production operation, as well as to drive the next set of breakthrough improvements to our process. Halo Industries is well-funded, deeply engaged with multiple strategic customers, and staged to achieve rapid operational, revenue, and valuation growth. The Opportunity We are seeking a motivated and detail-oriented IT Helpdesk Support (Level 1) to join our dynamic IT team. This role is responsible for providing first-line technical support to our users, resolving IT issues, onboarding-offboarding and escalating complex problems to specialist teams in various IT disciplines. The ideal candidate is passionate about technology, has strong problem-solving skills, and delivers exceptional customer service. This role is going to be onsite and is able to support on-call after hours. Job Description The role is highly cross-functional, requiring you to spend time both at a desk and on the factory floor. Provide first-line technical support via phone, email, or in-person for hardware, software, and network-related issues. Troubleshoot and resolve basic IT issues, including desktop, laptop, printer, and peripheral malfunctions. Assist users with software installations, account setups, and password resets. Log, track, and document all service requests in the ticketing system, ensuring timely resolution or escalation. Escalate unresolved issues to Level 2 (Hybridge) or specialized teams with detailed documentation. Maintain and update IT knowledge base articles and self-service wikis for common issues. Perform routine maintenance tasks, such as software updates and system backups, as directed Assist with onboarding new employees, including setting up workstations and accounts. Adhere to company IT policies, procedures, and security protocols. Provide new hire onboarding and off-boarding service support Ability to work after hours, if needed.

Requirements

Associate's degree in IT, Computer Science, or related field
2+ years of experience in IT or a related field
Proficiency with Windows and macOS operating systems, Google G-Suite, Microsoft Office Suite, and common software applications.
Experience troubleshooting hardware (PCs, laptops, printers) and basic networking concepts (TCP/IP, DNS, DHCP).

Nice To Haves

Experience with ticketing systems (e.g., Jira, Zendesk) or IT service management tools.
Basic knowledge of Active Directory and user account management.
Willingness to learn and adapt to new technologies and processes
Strong communication and customer service skills to assist non-technical users effectively.
Proficiency to prioritize tasks and manage time efficiently in a fast-paced environment.
CompTIA A+, Network+, or similar certifications are a plus

Responsibilities

Provide first-line technical support via phone, email, or in-person for hardware, software, and network-related issues.
Troubleshoot and resolve basic IT issues, including desktop, laptop, printer, and peripheral malfunctions.
Assist users with software installations, account setups, and password resets.
Log, track, and document all service requests in the ticketing system, ensuring timely resolution or escalation.
Escalate unresolved issues to Level 2 (Hybridge) or specialized teams with detailed documentation.
Maintain and update IT knowledge base articles and self-service wikis for common issues.
Perform routine maintenance tasks, such as software updates and system backups, as directed
Assist with onboarding new employees, including setting up workstations and accounts.
Adhere to company IT policies, procedures, and security protocols.
Provide new hire onboarding and off-boarding service support
Ability to work after hours, if needed.