Help Desk / It Support Specialist

Do you love to work with computers? Are you a Windows and/or Mac guru? Are you the one your friends call when they have a problem with technology? Do you love to solve problems? Are you a gamer who tweaks their rig? Have you built your own computer? Are you the one who family calls when they have malware or a virus on their computer? Are you working in a helpdesk or tech company but want a new opportunity to grow and learn?

We are looking for someone to help staff our helpdesk and go onsite to customers. You would be the primary point of contact for all IT needs for several of our customers. Frequently you will be the first person our customers talk to when they have a problem. You do not need to have worked in the computer field before. We will train you. However, we are looking for someone who is a bit of a geek (knows their stuff technically) yet is VERY outgoing, friendly and eager to learn and advance their career. An ability to jump in and resolve computer problems, pleasing our customers, and providing excellent service is key to this position. Team work is important. A strong ability to communicate and interact positively with customers is vital. Strong verbal communication skills are essential.

In staffing the helpdesk, you will join other teammates in fielding calls, and providing after hours coverage. You will assist multiple clients. You will also do onsite visits to clients. You will spend roughly 40-60% of your time in our office in Los Gatos and the remainder of your time onsite in the south bay, peninsula, SF and East Bay. An example might be 2 days a month in SF, 3 days a week in the south bay at clients with the rest of your time in the office.

Benefits:
- Fulltime Position
- Medical, Dental, Vision
- Sick; Vacation
- Paid Holidays
- Direct Deposit Payroll
- SEP IRA after eligibility period
- We reimburse for miles driven to customer sites
- Fun environment to work in

Duties:
- Diagnose and troubleshoot software and hardware problems on servers, desktops and laptops
- Determine client licensing needs, build estimates and quotes
- Track projects, interact with vendors
- Interact with clients and provide a high level of customer support
- Install Windows and Apple operating systems and configure systems as needed.
- Set up user accounts in AD Domain, cloud sites, hosted solutions.
- Maintain tickets in a helpdesk ticketing system
- Maintain backup systems and monitoring systems
- Set up user and mailboxes on Hosted Exchange, Cloud based email services, Microsoft 365.
- Deploy VoIP phones to end users
- Remove spyware/malware and viruses
- Deploy and configure network hardware (switches, routers, etc.)
- Knowledge of smart phone platforms (iPhone, Android)
- Work independently
- Document network topology
- Ability to work flexible hours, including occasional night and weekends and be part of an overnight call rotation for emergency issues.
- Attention to detail and documentation
- Other duties as assigned

Preferred Qualifications - We hope you have some of this knowledge, but will train:
- Ideal candidate will have a strong working knowledge of Apple and PC hardware and software
- Ideal candidate will have a wide range of experience providing desktop support.
- Ideal candidate will have a strong knowledge of Apple OS X.
- Ideal candidate will have extensive knowledge of Windows 10, Windows 11
- Ideal candidate will have extensive knowledge of Microsoft Office Suite (2016, 2019, 365)
- Ideal candidate will have a wide range of experience configuring broadband/NAT routers/firewalls
- Ideal candidate will have a strong understanding of networking including DNS and TCP/IP
- Ideal candidates have exceptional communications skills, and a history of providing customer service and support that exceeds expectations - even if it was just to family and friends or in another field.
- Candidate needs to be very organized
- Eager to learn and take on new things is a must

Location:
Los Gatos, CA and SF Bay Area in general. This is a full-time position. You are expected to work in our office/onsite at clients. This is NOT remote work. We require yearly Flu vaccination. We require full COVID vaccination and booster (including future boosters) as a condition of employment and interview.

Company:
We are an established IT Managed Services company serving businesses through-out the Silicon Valley and SF Bay Region.

Job Type: Full-time

Pay: $24.00 - $27.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Experience level:

• 1 year
• No experience needed
• Under 1 year

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Ability to Relocate:

• Los Gatos, CA: Relocate before starting work (Required)

Work Location: In person