MicroVention, Inc

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IT Support Specialist II

at MicroVention, Inc

Posted: 10/14/2019
Job Reference #: 461234

Job Description

Title
IT Support Specialist II

Job Description
Responsible for intermediate level help-desk support and maintenance of the company’s standard hardware and software applications inclusive of workstations, printers, mobile devices, peripherals, etc. Provide timely technical support for all onsite and remote end-users for all technical related and user issues focusing on excellent customer service with ability to trouble shoot more complex issues to escalate as needed. Job duties:
  • Provide end user technical support to all onsite and remote associates via remote support tools, phone or in-person
  • Triage, process, communicate, escalate and resolve all assigned tickets through the IT help-desk ticketing system
  • Maintain and process associate status changes of user accounts and computers within Active Directory and archiving of user data
  • Ability to properly troubleshoot more complex end user issues and escalate when necessary in a timely manner
  • Setup and configure new Windows desktop/laptops or mobile devices for new hires and upgrade existing equipment with data migration
  • Support and troubleshoot all video and audio conference systems
  • Assist in knowledge transfer of processes and procedures to new associates
  • Collaborate with new associates on prioritization of tasks and/or tickets
  • Hardware troubleshooting that includes workstations, mobile devices, network hardware devices and peripheral devices (printers, keyboards, monitors, mouse, etc.)
  • Install, configure and support all enterprise application such as Office 365 (Outlook, Word, Excel, SharePoint, OneDrive, Skype), SolidWorks, Adobe Creative Suite, etc.
  • High level of experienced troubleshooting desktop and software issues then identifying patterns to determine root causes
  • Document resolutions and create job aides or instructions for the IT department knowledge base
  • Follow all proper company and IT procedures related to processing all incidents and changes within the IT environment
  • Participate in departmental meetings and assigned projects or tasks by IT management
  • Help to maintain IT hardware inventory including workstations, monitors, docking stations, printers, etc.
  • Troubleshoot initial LAN, WAN, Wi-Fi, VPN connectivity issues on workstations and laptops for remote and onsite users or escalate appropriately
  • Expert technical knowledge in Microsoft Office 365 (Outlook, Word, Excel, OneDrive, SharePoint), Adobe products (Creative Cloud suite, Acrobat) and Apple iOS.
  • Train end-users in basic usage of Windows operating systems, Office 365 applications, Adobe products and Apple products when necessary
  • Understanding of (SSO) single sign-on, cloud services, Windows servers, Active Directory and client/server architecture
  • Performs other duties and responsibilities as assigned 


Auto req ID
8149BR

Location
Aliso Viejo, California, USA

Department Name
105-Information Technology

Qualifications
  1. Bachelor’s degree in computer science, information systems or closely related field.
  2. Four (4) to six (6) years experience working in an IT help-desk or support role within a medium to large size corporate IT infrastructure
  3. Experience using and troubleshooting Microsoft products (Windows 7/10, Office365, Active Directory), hardware (computers, tablets, mobile phones) and networks (DNS, DHCP, VPN, Wi-Fi).
  4. Microsoft or CompTIA Certifications a plus.
Desired Qualifications
  1. Comprehensive technical knowledge and troubleshooting skills focused on Microsoft products, computer hardware, mobile devices and basic networking.
  2. Effective written and verbal communication skills.
  3. Follow proper procedures and ability to multitask and prioritize work.
  4. Ability to manage time efficiently and work efficiently processing tickets.
  5. Attention to detail, able to work autonomously or in a team.


External-Facing Title
IT Support Specialist II

Posting Country
US - United States