IT Support Specialist L2 - DirectedLINK

TITLE: IT Support Specialist L2

TYPE: Contract – 3+ months

COMPENSATION: $28-$34/hour

LOCATION: Irvine

WORK SCHEDULE: M-F 8-5 Pacific Time

INDUSTRY: eCommerce - HEALTH & WELLNESS SUPPLEMENTS

Job Summary:

The Information Technology Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support; recommends to management the support or nonsupport of evaluated products.

Job Expectations:

• Provide second level customer service and technical support to all end-users for hardware and software systems.
• Address incoming incidents and requests from end-users via a ticket management system, chat, and e-mail in a courteous and professional manner.
• Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff; escalate as necessary.
• Assist with developing and enforcing hardware and software standards.
• Install, configure, and test installed hardware and software on new or existing devices, in accordance with standard procedures.
• Image, test, install and set up application programs on user endpoints (Microsoft, Apple, and Google).
• Set up new equipment and devices; set up and maintain workstations; provide appropriate access to applications, systems, and data.
• Maintain accurate hardware and software inventory and perform audits as needed.
• Participate in the maintenance, implementation, troubleshooting, and end-user support for applications, mobile devices, and servers.
• Troubleshoot common network and application problems and coordinate resolution.
• Onboard and offboard personnel including equipment shipments.
• Provide guidance and explain policies and procedures to IT support staff and end-users.
• Assist users in obtaining access to systems.
• Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution.
• Train customers on new devices and technologies.
• Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation.
• Review, update, and maintain documentation to ensure internal processes and procedures, workflows, and training manuals are current.
• Maintain confidentiality to the information being processed, stored, or accessed by the end-users.
• Review and evaluate new hardware and software products; recommend the implementation of new products.
• Assist and interact with hardware and software vendors.
• Participate in team meetings and on-call support as needed.
• Implement security policies and compliance controls of the organization.
• Install, configure, test, troubleshoot, and remediate operating system vulnerabilities.
• May monitor infrastructure issues and resolve or escalate to higher levels of support.
• May mentor, train, and direct the work of other staff personnel.

Job Requirements:

• Intermediate of computer and/or network systems, applications, procedures and techniques.
• Skill in organizing resources and establishing priorities.
• Excellent verbal and written communication skills.
• Ability to learn and support new systems and applications.
• Experience with standard helpdesk ticketing tools.
• Ability to establish and maintain cooperative working relationships.
• Intermediate technical knowledge of Windows and Mac Operating Systems.
• Working knowledge of endpoint device and vulnerability management tools and platforms such as Microsoft Intune, JAMF, Automox, VDI, Qualys, etc.

 Experience Requirements:

• Proven work experience as a desktop or helpdesk support technician or engineer.
• Intermediate knowledge of patch management and software distribution.
• At least 3-5 years of experience supporting macOS and iOS operating systems in an enterprise environment.
• At least 3-5 years of experience supporting Windows operating systems in an enterprise environment.
• Execute plans and implement technical infrastructure projects to refresh supported systems.
• Experience in Scripting -Bash, and PowerShell.