Job Description

As a Level 3 IT Support Specialist, you are responsible for supporting client technology and services for our customer's employees located in the Bay Area. This includes but not limited to desktop/laptop break/fix, re-imaging, troubleshooting, desk & mobile phone support and audio/visual & physical conference room support technologies. Additionally, you may be asked to assist (direct experience not required but familiarity) with telecom, switch, network, idf racking, etc. in the local office infrastructure as needed for changes required at location. This is an internal end-user employee facing role where your skills at maintaining and developing relationships with internal users and executive staff is crucial. The IT Support Specialist technician will assume full ownership of request and incident resolution, status and tracking of individually assigned tickets, as well as complete Help Desk tasks including initial ticket triage, prioritization and escalations. This is essentially a macOS centric role, but windows experience and knowledge are required.

How You Will Make An Impact:

• Troubleshoot hardware and software problems with Apple products, including desktop and laptop hardware
• Build and deploy new laptops using standard deployment tools (JAMF, DeployStudio, Deep Freeze)
• Support and assist employees using AV systems, both on-site and remote, including CFM Hangouts, projectors, audio and videoconferencing.
• Assist with AV setup for internal meetings and events
• Creating accounts for new hires
• Deploy and support software to end-users
• Respond to support requests in the IT Helpdesk both in person and via a ticketing system
• Managing inventory for hardware and software
• Laptop/Desktop Break-Fix, Remote Desktop Support, Remote Office on-site Travel
• Support OS, variety of applications, security agents/services, and hardware issues for users (MAC OS, Windows, IOS, Android)
• Problem diagnosis and resolution.
• The types of tasks this individual is responsible for are a mix of regular and unstructured; and assignments are moderate in scope.
• Exercises judgment within defined procedures and practices.
• This individual helps to identify semi-routine problems and generates possible solutions.
• The processes used to solve problems are clearly defined.
• This individual interacts primarily with their direct manager and the technical team on assigned projects; may work with functional peers on some tasks.
• Regular review of assignments and detailed direction is provided to them by their manager.
• The ideal candidate actively contributes to team activities and goals using effective verbal and interpersonal skills to share their experience and ideas.
• Demonstrated ability to have completed multiple, moderately complex technical tasks

What You Will Need To Succeed:

• HS Diploma or GED
• 3+ yrs experience working in a Desktop Support at Tier 2 or 3 levels
• Subject Matter Expertise in macOS and experienced with Microsoft Windows. Fully expert in all diagnostics, commands, etc.
• Expert in utilization of array of Desktop Imaging and MDM tools, such as JAMF, DeployStudio, Deep Freeze)
• Knowledge of administration of Apple computer products using enterprise management tools IT Support Specialist Services
• Experience using and managing ticket-based enterprise workflow management systems (Preference given to candidates with experience in JIRA Service Desk and Confluence)
• Demonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs when providing desktop support
• Leadership ability to ensure technical growth and professionalism of desktop team and colleagues
• Ability to multi-task and manage multiple priorities in a fast-paced environment
• Ability to diagnose and solve complex technical issues

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Information Technology or related technical disciplines
• 4+ years relevant technical experience supporting users in a Mac environment
• 1+ years networking experience. Must demonstrate experience with firewalls, routers and general network fundamentals
• CompTIA's A+ and Network+ certification preferred; MCSE: Desktop Infrastructure and CCNA a plus