Job Description

IT Service Desk Support Specialist

The position is in Irvine California, open rate and Full Time. Responsibilities & Skills

• Responsible for the daily US service desk activities (provides end-user support) i.e. performs day-to-day end-user assistance by actively participating in all Service Desk related activities. Provides level 1 and/or level 2 support to the end-users
• Troubleshooting and resolving customer system problems across a broad range of technologies; desktop/portable and remote devices, all peripheral devices, application and enterprise system support; computer hardware and software issues
• Self-starter which can be relied upon to take sound decisions, based upon solid facts (resulting from a comprehensive and structured troubleshooting/diagnostic process)
• Pro-actively seeks for continuous improvement opportunities, where it pertains to processes, procedures and customer satisfaction.
• Is co-responsible for maintaining the IT Asset Management and Configuration Management spreadsheets with other Team Members and Project Manager
• Provide remote and onsite installations of new software, hardware and upgrades
• Responsible for maintaining and monitoring the health, performance, uniformity of the company workstations and clients with other Team Members
• Maintains Appropriate documentation of steps taken to resolve technical issues.
• Finds solutions to day-to-day technical issues with limited resources
• Has the ability to work independently and with minimal supervision
• Ensures proper onsite deployments of client assets, e.g. routers, desktops
• Build Cost Authorization Forms based on client requirements
• Appropriately prioritize both IT projects and day-to-day operations

Strategy & Planning

• Contribute to strategic technology planning and direction of projects
• Understand business needs, educate clients on technology and how to use it as a strategic asset
• Finds solutions to day-to-day technical issues with limited resources
• Build Cost Authorization Forms based on client requirements
• Appropriately prioritize both IT projects and day-to-day operations
• Stay up to date with key service development/issues within the technology and accounting industry and implement new methods or technologies in order to maintain and improve efficiency

Leadership

• Provide direction and support to the other ITMS team members, helps ensure Withum Cyber's strategic goals, and ensuring that they are met efficiently
• Identifying and delegating areas of responsibility to the appropriate authority for team members to successfully accomplish their responsibilities

Position Requirements Experience & Education

• Bachelor's degree in Information Technology or related field; Master's degree a plus
• The ideal candidate has several IT Certifications, e.g. Security+, Network+, etc.
• Minimum of 3-5 years of on-hands service experience with several Windows Operating Systems, server systems and network technologies and topologies.
• Proven successful execution/completion of technology projects
• Experience with several Windows 7,10+ management technologies
• Experience with Microsoft Office 365 technologies
• Experience or understanding of Microsoft Azure and Microsoft Intune
• Experience in IT consulting and client-facing abilities
• Knowledge of VMs and Linux Systems a plus
• Ability to handle support tickets in an effective and efficient manner.
• Must be comfortable, patient, flexible and highly competent to work directly and indirectly with a variety of Clients under sometimes stressful situations, e.g. incident response, business continuity, etc.

Personal Attributes

• Excellent interpersonal, written and oral communication skills
• Client facing professional attire
• Demonstrated capacity to work independently, as well as collaboratively with other team members and stakeholders.
• Naturally self-motivated and detailed oriented
• Resourceful and innovative problem-solving abilities
• Passion for technology service and interest in exploring new methodologies
• Willingness to travel to remote offices and industry events as needed

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