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IT Support Technician

San Jose, CA

Posted: 06/09/2022 Position Categories: Technology

Job Description

A telecommunications company is seeking an IT Support Technician to join the team!

Job Summary: This on-premises role will act as the primary point-of-contact for all United States end-user support requests which are submitted in person, via e-mail, or via Help Desk system. This key role serves as the entry point for all IT support request, and acts as IT front-line support. The ideal candidate is able to quickly evaluate support requests, gather information, and respond or escalate them to the proper team members when necessary. End-to-end ticket lifecycle management and detailed documentation of issue resolution is a key responsibility of this role.

While the primary focus will be assisting end-users, this role will also include working alongside colleagues in the IT/DevOps teams to assist with the planning and implementation of software, hardware, and application rollouts to the user community. Other duties include researching and testing solutions, placing orders for hardware, software, and peripherals, as well as setting up new PC and mobile phone equipment.

Essential Duties and Responsibilities:

  • First-Line Identification, Investigation, and Response to IT Support Requests
  • Help Desk Ticket Assignment Management and Escalation
  • End-User PC Support and Troubleshooting (Windows and Mac)
  • End-User Remote VPN Support and Troubleshooting
  • End-User Applications Support and Troubleshooting (E-Mail. VOIP, and Office 365 Applications)
  • End-User Mobile Phone Support and Troubleshooting (iPhone and Android)
  • End-User Software Installation and License Management
  • New End-User Hardware Setup (Laptops / Desktops / VOIP Phones / Mobile Devices)
  • Help Desk Ticket Lifecycle Management
  • Printer Maintenance Support
  • IT Hardware Stock Management
  • Corporate Office Video and Audio Conference Equipment Support
  • Point-of-Contact for Vendors and Warranty Repair Work
  • Perform Product Research to Meet Employee/Organization Needs
  • Purchase Requisition Generation
  • Serve as Primary Point-of-Contact for ATI US Employee Support Needs
  • Participate in Project Tasks Alongside IT/DevOps Team Members
  • Participate in Weekly Team Meetings

Job Requirements

QUALIFICATIONS

  • Bachelor’s Degree in Computer Science, Electrical Engineering or equivalent experience
  • A+ Certification a Plus
  • Network+ Certification a Plus
  • General Computer Systems and Operating Systems Support Knowledge (Windows 7, 10/11, iOS)
  • Windows Applications Knowledge (Microsoft Office 365, Adobe Acrobat)
  • Office 365 User Account and Mailbox Support
  • Troubleshooting Skills (PC, OS, End-User Hardware Devices)
  • Professionalism and Strong Communication Skills (Verbal and Written)
  • Familiarity with Mobile Devices and Common Applications (iPhone, iPad, and Android)
  • Ability to Collect Information about an Issue and Solve it or Escalate to the Proper Team Member(s)
  • Theoretical Understanding of Network Systems, Both On-Premises and Remote (LAN and WAN)
  • Ability to Utilize Spare Time to Learn About New Technologies
  • Familiarity with Linux is Desirable
  • Scripting / Automation Skills are Highly Desirable

Additional Information

For more than forty years, Richmar Associates has connected talented job seekers with Silicon Valley businesses from start-ups to Fortune 500. We specialize in the temporary and direct placement services business. Based in the Silicon Valley, Richmar offers staffing solutions that include temporary, temp-to-hire, payroll service, vendor management and direct placement services to clients in the High-Tech Industry.

 

Richmar is an Equal Opportunity Employer.

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