IT Support Specialist

Role: IT Support Specialist

Location: Alameda, CA

Specific Duties and Responsibilities:
• Provide solutions to technical issues for in-scope IT Services
• Maintain the IT ticketing system ensuring that open tickets are resolved or escalated within defined SLAs
• Coordinate and respond to incoming IT Service Requests across multiple real-time intake channels (service portal, e-mail, chat, phone, walk-in)
• Coordinate new PC builds/break fixes/deployments for both production lines and end users.
• Effectively triage incoming requests, including identification of appropriate routing for a service request
• Maintain inventory of laptops, desktops and other personal computer devices; recommend purchases based on anticipated needs
• Manage user and computer accounts for the domain and IT services
• Comply with quality system regulations, standards and procedure
• Coordinate day to day operations for any external service providers managed by IT
• Actively participate as a Global IT member and participate on Global Projects when needed

Required Skills:
• Bachelor's degree with 5+ years of IT support experience, or an equivalent combination of education and experience.
• Good oral and written English communication skills
• Basic understanding of Windows Active Directory, Group Policy, DNS, DHCP, RDP, printing, and management of user accounts, distribution lists, and security groups
• High level of proficiency in standard office software tools (Microsoft Office and Mac) , AV applications, VPN, and Wi-Fi
• Familiar with using Remote Systems management and configuration tools such as Microsoft SCCM to deploy software or connect to remote PC's
• Experience in using ServiceNow ITSM for Incidents and Request Management
• Focused on problem solving using effective troubleshooting and problem-solving skills

Additional qualifications:
• Microsoft and ITIL Foundations Certifications are a plus
• Experience in a manufacturing environment very helpful.
• Strong interpersonal communication skills, a high degree of accuracy and attention to detail
• Ability to prioritize assignments while working on various projects simultaneously
• Resilient in the face of continual change, able to handle high demands and unfamiliar situations