Technical Support Specialist

Gunderson Dettmer•Redwood City, CA

13d•Onsite

About The Position

Gunderson Dettmer is seeking an experienced Technical Support Specialist to provide high-quality technical support to end users in our Silicon Valley office. This role is responsible for delivering responsive, customer-focused assistance with hardware, software, networking, telephony, and video conferencing systems, while helping maintain a productive and efficient workplace. The ideal candidate is a strong communicator with solid troubleshooting skills, excellent judgment, and a proactive, self-directed approach to support. The individual who fills this position will be the on-site contact in our Redwood City, CA office. To be a successful help desk technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills, and be remarkably self-directed.

Requirements

Minimum of 2 years of relevant experience, preferably in a law firm or professional services environment.
Strong hands-on knowledge of enterprise and desktop applications, including Windows 10 and Microsoft Office.
Experience with Active Directory; MCSE certification is a plus.
Solid understanding of basic networking principles.
Familiarity with current hardware and software trends.
Excellent verbal and written communication skills.
Strong customer service and interpersonal skills.
Ability to travel to other offices as needed.
Ability to work overtime when required.

Nice To Haves

B.S./B.A. degree in Information Systems (or equivalent relevant experience) preferred.

Responsibilities

Respond to user requests by phone, email, in person, and through remote support tools.
Troubleshoot and resolve issues related to computers, printers, telephony, video conferencing, network connectivity, and applications.
Provide technical support for setup, configuration, maintenance, and delivery of hardware and software.
Train users and team members on hardware, software, and IT processes.
Write, edit, and maintain knowledge base articles.
Assist with onboarding of new users.
Install, test, and configure laptops, peripherals, and software.
Maintain inventory of equipment, software, and software licenses.
Manage local moves, adds, and changes for user computer and phone setups.
Set up conference rooms for audio and video conferencing.
Maintain a ticketing system and support knowledge base.
Escalate network and system issues to the appropriate IT staff as needed.