IT Specialist

About The Role

The IT Specialist’s role is to provide Tier 1 and Tier 2 Service Desk, Laptop, Desktop, and Peripheral support to the TAE innovators working in various capacities. This will include installing, diagnosing, repairing, maintaining, and upgrading all organization end-user hardware and equipment while ensuring optimal workstation performance. The IT Specialist will support desktop, laptop, and mobile Operating Systems and applications from installation to routine maintenance using existing and future toolsets with a focus on reliability and security. The IT Specialist will also troubleshoot issues (remotely or in-person) in a timely and accurate fashion and provide end-user assistance where required. With the ability to work independently, and within a team, the IT Specialist will manage your Service Desk ticket requests, and various tracked projects, from assignment to completion within a dynamically evolving R&D environment.

*Some travel between our offices in Foothill Ranch & Irvine, CA is required.

• Receive and respond to incoming end-user or manager assigned tickets.
• Acquire and deploy laptops, desktops, and peripherals to a mixed on-prem and remote environment.
• Assist in deployment and maintenance of IT’s workstation agents for backup, virus, cloud firewall, and remote management services.
• Work with the IT team to develop and document meaningful, long-term support strategies and SOPs.
• Assist with hardware and software capacity planning.
• Make recommendations for hardware and toolsets to facilitate robust and secure deployments.
• Participate in the Operational Management of TAE systems.
• Understand fundamentals of Active Directory, Azure and O365 tools to manage and troubleshoot DNS, DHCP, and user access issues.
• Perform on-site analysis, diagnosis, and resolution of complex Windows and Mac workstation challenges for end users, and recommend and implement corrective solutions; Coordinate with Senior Specialists, and/or support vendors to facilitate repairs as needed.
• Install, configure, test, maintain (patch), monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to ensure current security and system level quality.
• Construct, install, and test customized configurations based on client requirements on various platforms.
• Collaborate with IT team members to ensure efficient operation of the organization's workstation and server computing environment.
• Ensure that desktop connections, i.e. network jacks, wi-fi connections, vpn connections, on-prem and cloud-based application connections are maintained.
• Perform routine monitoring implementation, security review, and performance tuning of IT services and systems.
• When necessary, liaise with third-party application and equipment support vendors to fulfill requests and remedy issues.

About You

• 2-5 years of relevant experience.
• Working knowledge of Windows and Mac workstation platforms.
• Understanding of laptop and desktop internal components.
• Hands-on hardware troubleshooting experience.
• Mobile and peripheral equipment support experience.
• Strong working knowledge of current protocols, operating systems, and standard operating procedures.
• Knowledge of and hands-on experience leveraging management tools to monitor, patch, backup and maintain end-user and server systems throughout TAE.
• Able to read and understand technical manuals, procedural documentation, and OEM guides; create documentation and procedures.
• Strong customer service.
• Proven analytical and problem-solving abilities,
• Ability to effectively multitask; prioritize and execute tasks in a high-touch, deadline-driven environment.
• Strong hardware and software troubleshooting skills.
• Ability to present ideas in business-friendly and user-friendly language.
• Self-motivated and directed with a keen attention to detail.
• Team-oriented and skilled in working and cross-training within a collaborative environment.
• Technical Experience (Equipment, Tools, etc.) using the following:
  • Windows Workstation (7/10/11), Mac OSX, iOS, Android, Microsoft O365, Exchange Online, Active Directory, DNS, DHCP, GPO, Checkpoint VPN Client, OneLogin MFA, Cisco ISE, VMWare, Microsoft SQL Server, SharePoint On-Prem, Confluence, Jira, Box, Adobe Suite, Commvault, SentinelOne, ManageEngine ServiceDesk, Endpoint Central and other ME products.
  • Linux (Ubuntu, RHEL) and/or Windows Server (2013/2016/2019) a plus.
• On-prem work and some travel is required for the purpose of on-site hardware and software configuration, troubleshooting and repair.

Education:

• Required Education: High School diploma or equivalent, and/or 5 years work experience in related field
• Preferred Education: College degree 

Physical Requirements:

• Sitting, standing, or walking for extended periods of time.
• Lifting and transporting of moderately heavy objects, such as computers and peripheral.