IT Support Specialist III - San Jose, CA

M.C. Dean, Inc•San Jose, CA

6d•Onsite

About The Position

As a member of our Service Desk team, the successful candidate will be responsible for maintaining productivity of M.C. Dean staff by performing a variety of technical tasks including, but not limited to the following: PC configuration support, including troubleshooting advanced issues related to OS configuration, hardware/driver compatibility, network connectivity, and provisioning tools (e.g., MS Autopilot, MS Intune). Advanced account administration, including creation and management of project-specific groups, collaboration accounts, virtual desktop infrastructure (VDI), and secure environment access. Advanced configuration and troubleshooting of software compatibility and configuration issues for a wide range of applications, including but not limited to MS Office 365 components, engineering design software (e.g., BlueBeam Revue, Autodesk product suite, and related), and software as a service (SaaS) platform. Troubleshooting network connectivity issues in a geographically distributed / multi-site secure environment based on zero-trust network architecture. Initial Escalation-level support, including assisting more junior team members with their tasks, developing / improving technical procedures, and providing training. Reviewing and updating support requests (tickets) in the ITSM ticketing tool, providing regular updates, initiating escalations.

Requirements

High school diploma with 4+ years of relevant experience.
AZ-900 fundamentals, A+ and Network+ certifications.
Demonstrated experience performing the duties described above.
Technical knowledge and related skills in the following areas:
Windows 10, Windows 11, and, optionally, MacOS concepts, organization, and core administration and troubleshooting tools
Microsoft Active Directory (AD), Azure AD / Entra ID concepts, administration, and troubleshooting tools
Endpoint provisioning using Microsoft Intune, Autopilot, and comparable tools
Familiarity of remote support tools
MS Office 365 desktop application and collaboration tools (MS SharePoint, MS OneDrive, MS Teams) fundamental concepts, account provisioning, privileges, and troubleshooting tools
TCP/IP networking concepts (IP addressing, routing), core protocols and services (e.g., DHCP, DNS) and troubleshooting tools
Attention to detail and strong analytical and advanced problem-solving skills relying on a combination of fundamental knowledge and independent analysis;
Strong organizational, team collaboration, and mentoring skills to provide timely and efficient response to service requests while providing technical leadership to the support team;
Exceptional oral and written collaboration skills utilizing a variety of tools including ticketing systems, email, MS Teams, conferencing, etc. in a multi-discipline and geographically distributed environment;
Ability to handle challenging situations in a professional, cordial, and collaborative manner;
Commitment to continuous learning and professional development.

Responsibilities

PC configuration support, including troubleshooting advanced issues related to OS configuration, hardware/driver compatibility, network connectivity, and provisioning tools (e.g., MS Autopilot, MS Intune).
Advanced account administration, including creation and management of project-specific groups, collaboration accounts, virtual desktop infrastructure (VDI), and secure environment access.
Advanced configuration and troubleshooting of software compatibility and configuration issues for a wide range of applications, including but not limited to MS Office 365 components, engineering design software (e.g., BlueBeam Revue, Autodesk product suite, and related), and software as a service (SaaS) platform.
Troubleshooting network connectivity issues in a geographically distributed / multi-site secure environment based on zero-trust network architecture.
Initial Escalation-level support, including assisting more junior team members with their tasks, developing / improving technical procedures, and providing training.
Reviewing and updating support requests (tickets) in the ITSM ticketing tool, providing regular updates, initiating escalations.