Senior IT Support Specialist

GM•Mountain View, CA

5d•Onsite

About The Position

Familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Training, education and/or experience in Computer Operations. Other experience in computer hosting, Data center operations, etc. Being a subject matter expert Monitor service delivery and health of the environment Prepares, analyzes, summarizes and presents data in formats appropriate for the decision process (oral, written reports, presentations) Frequent contact with others outside the work group Holds themselves and others accountable for demonstrating GMs values and cultural behaviors.

Requirements

At least 10 years of increasingly complex technical IT Support/Trouble Shooting across Ubuntu, Mac and Windows
High level of analytical ability where problems are unusual or difficult
High level of interpersonal skills used to work effectively with others, motivate employees, and elicit work output
Well-developed oral and written communication skills including experience creating clear work instructions and documentation to support newly developed solutions.
Knowledge and understanding of Corporate/unit policies and procedures
Demonstrated technical and professional skills in job-related area
Knowledge of computer software and hardware in an enterprise environment
Related professional certifications or related education

Nice To Haves

Experience with Ubuntu support for 24.04 and newer versions
Experience with Mac configurations and automations for deployments and ongoing support
Experience with Windows hardware platform (Desktop, Notebook’s, HEVs, mobile sketch tablets)
Experience troubleshooting both common enterprise software on a variety of hardware as well as custom written internal software running on the same hardware.
Ability to troubleshoot common WiFi and network issues
Inventory management experience including managing hardware inventory audits
Experience supporting executives and other VIP users
Experience working with ticket and project tracking tools like ServiceNow and Jira

Responsibilities

Support Ubuntu, Windows, and Mac desktops and laptops for various engineering teams
Develop solutions for emerging technologies within the various engineering teams that are onsite and remote.
Partner with other specialists to advance these solutions into standard GM builds that can be used at other locations and regions.
Some local travel expected to other nearby sites in the San Francisco Bay area as needed.
Onsite support up to 5 days a week.
Ubuntu support including troubleshooting existing Ubuntu systems and deploying new Ubuntu systems that meet specific hardware requirements as requested.
Onsite support for Windows and Mac systems
Support new user onboarding by coordinating hardware needs for incoming employees and users to deploy the correct solutions on day 1.
Remote support for users who may not be onsite
Partner with other IT teams to develop new solutions for Ubuntu, Mac and Windows as the need emerges within the local teams.
Experience working with enterprise support tools like Ansible, Chef, Intune and JAMF