It Support Specialist

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The IT Support Specialist plays a crucial role in delivering effective and efficient IT support, acting as the main point of contact for all IT-related support tickets. This role demands prompt response times and a high level of professionalism, as it involves interactions with colleagues from diverse teams, regions, and executive levels.

Key Responsibilities:

Provide comprehensive technical support, addressing hardware and software issues for both local and remote employees.

• Offer technical assistance for services provisioned by the IT department to the company.
• Troubleshoot and resolve user issues across multiple operating systems, including Mac OS X, Microsoft Windows, and Linux.
• Ensure all incidents and requests are resolved within the stipulated Service Level Agreements (SLAs), providing timely and accurate solutions to users.
• Utilize a ticket tracking system to meticulously document all support cases.
• Develop and maintain comprehensive documentation for solutions, as well as service desk processes and procedures.
• Manage user account administration and application assignments.
• Conduct hardware repairs and process warranty RMAs as required.
• Support other IT team projects and initiatives.
• Participate in a rotating schedule for holiday and weekend on-call support.
• Undertake projects aimed at enhancing service levels, including tasks focused on automation and work reduction to improve the efficiency and effectiveness of the IT support team.

Qualifications and Skills:

• A customer-centric personality with a proactive and positive attitude.
• The ability to work independently, meeting and exceeding set expectations.
• Comfortable operating in a matrixed environment, answering to multiple project leaders.
• An Associate's degree (AA) or equivalent from a two-year college or technical school, or an equivalent combination of education and experience.
• Proficiency in desktop OS support (MacOS and Windows) and mobile OS support (iOS and Android).
• A fundamental understanding of networking principles, including VPN, LAN, WAN, and wireless technologies.
• Willingness to work in a collaborative open office environment and adapt to both in-office and remote work as needed.
• Physical ability to lift up to 50 pounds, climb ladders, walk between buildings on campus, and carry an equipment bag containing mechanical tools and replacement gear for various sites.

Pure creates opportunities for your development and career growth. 

At Pure, we believe that each Puritan is a leader contributing to the success of our business, regardless of role. We offer an assortment of learning options available to all Puritans, including workshops on leadership, management, career development and more! We're here to change the world and we hope you join us!  

Popular Perks 

Pure offers an unlimited vacation policy, free lunches, meditation rooms, free yoga classes and employee resource groups, such as Pure Equality and Pure Vets, to encourage all of our employees to maintain mind and body wellness. We offer numerous volunteer opportunities for employees to give back not only to the Bay Area, but across the globe. 

https://hrportal.ehr.com/pure/US/What-To-Do-When/Life-Events/Joining-Pure-Candidates 

The hourly pay range is: $37.50/hr- $56.73/hr. Pay ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations. And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events - check out purebenefits.com for more information. 

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