It Support And Help Desk Senior Associate - Sj Office

Overview
We're seeking an individual to join our Information Technology (IT) department in our San Jose office. This position will support our existing IT team with serving the desktop, software and connectivity needs of our San Jose local office and mobile users. Our role as a team is to be the internal resource for creating and maintaining excellent computer and network connectivity at all times. As a Senior Service Desk Associate, you serve as the primary contact for our end users, taking responsibility for promptly and efficiently handling incidents and service requests. Leveraging your expertise in multiple operating systems, hardware, and software applications, you offer technical guidance and remote support. Your focus is on delivering timely resolutions, with the discretion to escalate complex issues when needed. Your objective is to uphold the firm's exceptional service standards and preserve client value through outstanding IT support.
Responsibilities

• Executive Support: Deep experience providing technical support to senior level C-Suite Executives,
  and VIPs in a courteous and professional manner.
• User Support: Provide technical Support and assistance to end-users, including troubleshooting
  hardware and software issues. This may involve diagnosing and resolving problems related to
  computers, peripherals, and software applications. You will also utilize remote support tools to
  support our remote end-users.
• Incident Management: Log and manage incidents and service requests, ensuring timely resolution
  and proper escalation of more complex issues. Maintain a detailed record of incidents for future
  reference and analysis.
• Hardware and Software Installation: Install, configure, and maintain hardware devices such as
  computers, printers, and mobile devices. Also, install and update software applications as required.
• Hardware Maintenance: Perform routine maintenance tasks on hardware equipment, such as
  cleaning, updating drivers, and replacing or upgrading components as needed.
• Software Updates: Monitor and manage software updates and patches to ensure that all systems
  are up to date and secure.
• Operating System Support: Assist end-users with operating system-related issues, including
  installation, updates, and troubleshooting problems with the OS.
• User Account Management: Create, modify, and disable user accounts in various systems, such as
  Active Directory, email services, and other applications. Ensure user access and permissions are
  properly managed.
• Security: Follow security best practices to ensure the organization's data and systems are protected.
  This may involve educating users on security protocols and responding to security incidents.
• Documentation and Education: Maintain documentation related to common issues,
  troubleshooting procedures, and system configurations. Keep knowledge-based articles up to date
  for reference by both end-users and IT Support staff. Conduct training sessions or create user guides
  to educate end-users on IT best practices and the efficient use of software and hardware resources.
• Vendor Coordination: Work with external vendors and service providers for hardware and software
  support. This may include warranty claims, troubleshooting with vendor support teams, and
  procurement of IT equipment.
• Problem Solving: Analyze complex technical issues, identify root causes, and develop solutions to
  prevent recurring problems.
• Team Collaboration: Collaborate with other IT teams, such as network engineers, system
  administrators, project management, and security engineers to address and resolve cross-functional
  issues.
• Performance Monitoring: Monitor the performance of IT systems and networks and take proactive
  measures to optimize performance and prevent potential issues.
• Travel: Ability to travel to the other Bay Area offices when needed to support team members.
• Employee Transitions: You will work with the IT Employee transition owners and Human Resources with onboardings, offboarding's, and more.

Qualifications

• As an IT Senior Service Desk Associate, you will perform physical tasks, including lifting, standing, and carrying IT hardware, using tools, and using ladders to access hardware. You may also need to crawl or kneel in confined spaces to support user workstations. These physical actions and abilities are essential for effective IT support.
• Strong experience with Senior Level C-Suite Executives and VIPs.
• Strong written and verbal professional communication and interpersonal skills.
• Experience in any of the following technologies is a plus: Microsoft 365 Suite, Teams, Audio and
  Video technologies, conference room setups, Microsoft Viva Suite, and or Microsoft SharePoint.
• Bachelor's degree or equivalent course work within IT or a related field.
• 2+ years of experience in IT Support
• CompTIA A+ or equivalent a plus
• Willingness to learn AI technologies such as Microsoft CoPilot.

IND123
The hourly range for this position is $32.00 - 35.00 per hour.
Applicants must be authorized to work in the United States. This position is not eligible for sponsorship and we do not sponsor applicants for work visas. It is our policy and intent to provide equal opportunity to all persons without regard to race, color, religion, sex, pregnancy, marital status, sexual orientation, age, national origin, disability, or medical condition as defined in state and federal laws. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.