IT Support Specialist

IT Support SpecialistLocation/work model: 1 Day a week in San Francisco, CA & 1 Day in Mountain View, CA and remaining days remote in a week. Duration: 6 Months to Start + Likely ExtensionsThe IT Support Specialist is a hands-on position responsible for supporting client's Labs employees IT needs. Candidate should have experience supporting users of Mac OSX and Windows operating systems and a solid understanding of networking concepts (LAN/WAN, TCP/IP, routers, switches). Responsibilities will include activities surrounding onboarding of new client's Labs personnel (Laptop setup, account creation), troubleshooting LAN and wireless router connectivity issues, facilitating and fulfilling end-user support requests and first-tier help desk support.The IT Support Specialist coordinates, diagnoses and troubleshoots incoming employee calls. You will provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. You will provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides IT incident and request status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.Configure, maintenance, troubleshooting and repair of all office computers, peripherals including video conferencing.Evaluate applications and software patches for desktop applications to see if they will solve desktop issueMaintain technology inventory systemTier 1 support for backoffice SaaS Services such as Google Workspaces (Drive, Gmail, etc), Okta, MS OfficePersonal and Professional Qualifications:Ability to help client's employees solve hardware and software problems with Apple and other hardware products including laptop, desktop, phones, accessories and OS X software.Experience with troubleshooting network issues in corporate network environment.Experience with setup and support printer system in a corporate environment.Experience with hosted productivity and communications applications, including G-Suite, Box, MS Office, OKTA, and the ability to train and support employees on their use.Strong working knowledge of networks, network topologies, PC workstations, servers, application software, databases, telecommunications, and programming.Strong familiarity and comfort level with Mac OS X and solid understanding of and experience with Windows 10Familiarity and admin experience with Collaboration and Audio/Video technologies - Slack, Zoom, RingCentralG Suite Administration and related SaaS service administration is a plusGood analytical, troubleshooting, and problem-solving skillsWell organized with good time management skills and documentation capabilitiesWorking knowledge of ServiceNow or Jira Service Management