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IT Specialist / Help Desk
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Project Location:

Hayward, CA

Job Description:

The IT Specialist/Help Desk role is responsible for providing technical assistance and support to end-users within the organization. The first point of contact for troubleshooting and resolving computer hardware, software, and network-related issues, as well as mobile technology resources, with support from external IT Consultant. The IT Specialist/Help Desk works closely with IT Consultants to ensure the efficient operations of computer systems.

Essential Duties & Responsibilities:

  • Technical Support: Provide prompt and efficient technical assistance to end-users via various communication channels (phone, email, chat) regarding hardware, software, and network-related problems, as well as mobile technology devices.

  • Troubleshooting: Identify and diagnose technical issues, determining the root cause of problems and implementing appropriate solutions. This may involve remote troubleshooting or on-site visits.

  • Help Desk Management: Track support tickets and ensure accurate and detailed documentation of issues and resolutions by IT Consultants.

  • System Maintenance: Working with IT Consultants, perform routine maintenance tasks, such as software updates, system backups, and security patches to ensure optimal performance and security of computer systems.

  • User Training and Guidance: Conduct training sessions and provide user guidance on basic computer operations, software applications, and IT security best practices to enhance end-user knowledge and productivity.

  • Hardware and Software Deployment: Assist with the installation, configuration, and deployment of computer hardware, software, and peripherals for new employees or system upgrades.

  • Network Support: Support network connectivity issues, including troubleshooting network equipment (routers, switches) and assisting with network configuration and administration.

  • Documentation and Knowledge Base: Create and maintain technical documentation, FAQs, and knowledge base articles to facilitate self-service troubleshooting for end-users and enhance the efficiency of the support process.

  • IT Asset Management: Track and manage IT assets, including inventory management, software licensing, and equipment maintenance.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

  • 2 years experience in a help desk or technical support role, with a strong understanding of computer systems and troubleshooting methodologies.

  • 2 years of hands-on Server administration experience.

  • Knowledge of hardware and software components, operating systems (Windows), productivity applications, networking fundamentals, mobile devices, and VoIP solutions.

  • Strong understanding of MS Office 365 applications.

  • Familiarity with help desk software, ticketing systems, and remote support tools.

  • Excellent problem-solving skills and the ability to handle multiple tasks in a fast-paced environment.

  • Strong customer service orientation, with the ability to communicate technical concepts to non-technical individuals effectively.

  • Attention to detail and strong organizational skills for accurate ticket logging and documentation.

  • Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.