Job Description
Are you a tech-savvy problem solver looking to make an impact in the vibrant city of Oakland? We are seeking a dedicated Help Desk Support Specialist to join our dynamic IT team. In this role, you will be the first point of contact for our employees, ensuring seamless access to technology and resolving technical issues efficiently.
We pride ourselves on our inclusive culture and commitment to employee growth. If you have a passion for technology and a knack for customer service, we want to hear from you.
Responsibilities
- Provide Tier 1 and Tier 2 technical support via phone, email, and in-person for end-users.
- Diagnose and resolve hardware and software issues, including printers, laptops, and operating systems.
- Manage and track IT service requests using ticketing systems (e.g., Jira, ServiceNow) to ensure timely resolution.
- Install, configure, and maintain computer systems, peripherals, and network equipment.
- Document technical procedures, maintain accurate logs of support tickets, and update knowledge bases.
- Collaborate with the IT team to improve system reliability and enhance the overall user experience.
- Conduct basic training sessions for employees on new software and security protocols.
Qualifications
- Associate degree in Computer Science, Information Technology, or related field (Bachelor's degree preferred).
- 1-3 years of professional experience in a Help Desk, IT Support, or Technical Support role.
- Strong knowledge of Microsoft Office Suite (Word, Excel, Outlook) and Windows operating systems.
- Familiarity with Active Directory, VPNs, and basic network troubleshooting concepts.
- Excellent verbal and written communication skills with the ability to explain complex concepts simply.
- Strong customer service orientation and problem-solving mindset.
- CompTIA A+ certification or equivalent technical training is a plus.