It Support Specialist

TITLE: IT Support Specialist L2

TYPE: Contract – 3+ months

COMPENSATION: $28-$34/hour

LOCATION: Irvine

WORK SCHEDULE: M-F 8-5 Pacific Time

INDUSTRY: eCommerce - HEALTH & WELLNESS SUPPLEMENTS

Job Summary:

The Information Technology Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support; recommends to management the support or nonsupport of evaluated products.

Job Expectations:

· Provide second level customer service and technical support to all end-users for hardware and software systems.

· Address incoming incidents and requests from end-users via a ticket management system, chat, and e-mail in a courteous and professional manner.

· Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff; escalate as necessary.

· Assist with developing and enforcing hardware and software standards.

· Install, configure, and test installed hardware and software on new or existing devices, in accordance with standard procedures.

· Image, test, install and set up application programs on user endpoints (Microsoft, Apple, and Google).

· Set up new equipment and devices; set up and maintain workstations; provide appropriate access to applications, systems, and data.

· Maintain accurate hardware and software inventory and perform audits as needed.

· Participate in the maintenance, implementation, troubleshooting, and end-user support for applications, mobile devices, and servers.

· Troubleshoot common network and application problems and coordinate resolution.

· Onboard and offboard personnel including equipment shipments.

· Provide guidance and explain policies and procedures to IT support staff and end-users.

· Assist users in obtaining access to systems.

· Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution.

· Train customers on new devices and technologies.

· Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation.

· Review, update, and maintain documentation to ensure internal processes and procedures, workflows, and training manuals are current.

· Maintain confidentiality to the information being processed, stored, or accessed by the end-users.

· Review and evaluate new hardware and software products; recommend the implementation of new products.

· Assist and interact with hardware and software vendors.

· Participate in team meetings and on-call support as needed.

· Implement security policies and compliance controls of the organization.

· Install, configure, test, troubleshoot, and remediate operating system vulnerabilities.

· May monitor infrastructure issues and resolve or escalate to higher levels of support.

· May mentor, train, and direct the work of other staff personnel.

Job Requirements:

· Intermediate of computer and/or network systems, applications, procedures and techniques.

· Skill in organizing resources and establishing priorities.

· Excellent verbal and written communication skills.

· Ability to learn and support new systems and applications.

· Experience with standard helpdesk ticketing tools.

· Ability to establish and maintain cooperative working relationships.

· Intermediate technical knowledge of Windows and Mac Operating Systems.

· Working knowledge of endpoint device and vulnerability management tools and platforms such as Microsoft Intune, JAMF, Automox, VDI, Qualys, etc.

Experience Requirements:

· Proven work experience as a desktop or helpdesk support technician or engineer.

· Intermediate knowledge of patch management and software distribution.

· At least 3-5 years of experience supporting macOS and iOS operating systems in an enterprise environment.

· At least 3-5 years of experience supporting Windows operating systems in an enterprise environment.

· Execute plans and implement technical infrastructure projects to refresh supported systems.

· Experience in Scripting -Bash, and PowerShell.