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IT Support Specialist

The IT Support Specialist serves as a point of contact for all employees for all computer, software and network technical matters. This position requires a solid understanding of industry-standard IT support processes. The Support Specialist is responsible for troubleshooting and resolving issues with computers, networks, wi-fi devices, mobile devices, hardware, workstation-based applications, printers, and peripherals. The Support Specialist will work with software and hardware vendors and technical support staff to resolve complex problems.

Key Responsibilities:

  • Create user accounts and computer setups for new employees.
  • Set up, troubleshoot, repair, and test computer equipment, mobile devices, and related networked devices.
  • Work with wireless providers to purchase new cell phones and manage company accounts.
  • Perform daily desktop support and network infrastructure maintenance, support, and troubleshooting.
    • Respond to and provide technical support services for our user base through telephone, voice mail, e-mail, and person-to-person requests, and through Salesforce cases.
    • Track and monitor problems to ensure a timely resolution and maintain updated problem-tracking and resolution descriptions.
    • Escalate unresolved issues to the IT Manager as appropriate.

The successful candidate will have experience in these areas:

  • Installation of computer workstations, including desktops and laptops, printers, scanners, copiers, hand-held devices, and other peripherals.
  • Installation, upgrading, and maintenance of current versions of the Windows 10 and Mac OSX operating systems.
  • Familiarity with Windows and Mac OSX networking protocols and terminology.
  • Working knowledge of network and wireless technology and TCP/IP networking concepts, including the configuration of workstations, printers and peripherals.
  • Identifying and troubleshooting network connectivity problems.
  • Office365 portal, Azure and Intune
  • Salesforce

Qualifications:

  • College degree in Computer Science, Information Systems, Cybersecurity, and/or equivalent work experience.
  • Excellent customer service skills & experience interacting with IT users in person. Ability to establish both credibility and a rapport with users. Experience in a customer service environment, with same-day or immediate resolution of problems.
  • The ability to handle multiple tasks and to prioritize requests, seeking out supervisory direction when necessary. Strong collaboration and teamwork skills.
  • Strong organizational skills with demonstrated experience independently setting priorities, producing timely results, and meeting deadlines, in a multiple-demand work environment while maintaining a high level of attention to detail and accuracy.
  • Certifications with CompTIA, Microsoft, Apple, and/or Cisco

This position is based in our San Diego headquarters office.

 

About TSIA

The Technology & Services Industry Association (TSIA) is the world's leading research organization dedicated to helping technology companies achieve profitable growth and solve their top business challenges. Services, Sales, Product, and Channel organizations at technology companies large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, and exceptional peer networking opportunities. TSIA’s membership community consists of over 40,000 executives from 96 countries and represents 80% of the Fortune 100 technology companies.