Technical Support Specialist 1

Holt of California • Pleasant Grove, CA

21d • $30 - $35

About The Position

As a Level 3 Technical Support Specialist, you will be responsible for addressing highly complex technical issues, providing expert-level guidance, and managing critical technical incidents. You will work closely with internal teams, customers, and third-party vendors to resolve issues and implement system improvements. This role requires in-depth knowledge of various IT systems, exceptional troubleshooting skills, and the ability to work under pressure to resolve technical problems in a timely manner.

Requirements

• Must have good PC skills and 10 key capabilities.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• College degree (Associates or Bachelors) or computer network technician training from a technical school.
• 3-5 years of IT Support experience or equivalent combination of education and experience.
• Strong knowledge of Windows server & desktop OS, Active Directory, Microsoft 365, Network fundamentals, endpoint management tools.
• Experience with ticketing Systems and practices, strong troubleshooting and analytical skills.

Responsibilities

• Manage and maintain helpdesk Walkins, phone calls and tickets.
• Monitor performance on all networks across all platforms under the direction of the network team.
• Cross train and monitor the use of computer software and systems, making sure that all involved departments are utilizing the system properly and are aware of what is available.
• Responsible for customer support across all platforms used by all departments. This includes troubleshooting, problem solving, and utilizing all resources to resolve problems.
• Utilize and maintain all help desk documentation by logging calls, problems, and solutions.
• Perform network troubleshooting to isolate and diagnose common network problems.
• Perform backups and restores on end point devices.
• Install, upgrade, and configure directory structures, rights, security, and software on file servers and cloud systems under the direction of the systems team.
• Perform project requests, consistently meet deadlines, and provide follow up and communication from part of project to follow-up after completion.
• Respond to the needs and questions of users concerning their access to resources on the network. This includes timely response and follow-up.
• Provide support and partner with vendors to maintain wiring for facilities.
• Perform preventative maintenance for all equipment.
• Use tools to monitor performance and troubleshoot potential equipment failures.
• Support and monitor remote communications.
• Handle hardware configuration for all equipment (i.e., install components in PCs, assemble all new equipment, create device configurations, load operating systems and application software).
• Perform quality control checks before units are distributed.
• Perform iSeries operations: monitoring job logs, sequels, queries, and other tools running on the iSeries.
• Staying up to date with the current trends and advancements in scripting and related technologies.
• Security administration duties include ADManager, Azure Active Directory
• Maintain all mobile devices, tablets and integrations, partner with vendor to support systems
• Maintain all AV Audio and Visual equipment and conference room configurations.
• Work with vendors to troubleshoot issues.
• Use ATV tools, and patch update tools
• Low Code Development
• Use of Report writing tools Power BI, Excel, Snowflake
• Use of D365 suite of licenses, Excel, Word, PowerPoint, PowerApps
• Scripting knowledge (PowerShell)
• Use of AI tools, ChatGPT, and CoPilot
• Use of Project tools Asana or other comparable project solution
• Manage Unified Communications, partner with vendor to support systems
• Oversee life cycle replacement program for end point hardware
• Helpdesk Support knowledge
• Troubleshooting and debugging scripts and command-line tools.
• Documenting code and providing support to end-users.
• Maintain an organized, structured work area.
• Provide a high level of customer satisfaction skills. This includes use of all available telecommunications equipment (i.e., land lines, two-way radios, voicemail, etc.). Answer the phone appropriately and promptly.
• Possible off-site on-call troubleshooting.
• Travel to other facilities to provide PC technician support and backup frequently.
• Other duties as assigned.

Benefits

• Competitive hourly rate of pay with excellent company paid benefits including medical, dental, vision, life insurance, long-term disability, 401(k), profit sharing, nine paid holidays, paid vacation, and paid sick time.
• Career advancement opportunities and ongoing professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree