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Information Technology Support Specialist

Atlas Search • Full-time • San Diego Metropolitan Area, US • $80k - $110k / year • 3w ago

Responsibilities:

Deliver high-quality deskside and remote support, with an emphasis on assisting executive-level users.
Own and manage IT support requests and incident tickets through resolution, ensuring users confirm closure.
Log incidents and service requests in ServiceNow to maintain accurate records of end-user issues.
Provide expertise in video conferencing and collaboration tools, particularly Microsoft Teams.
Install, configure, maintain, and troubleshoot computer hardware, software, audio/visual systems, networks, printers, and peripherals.
Handle sensitive and complex assignments with confidentiality and discretion.
Lead and execute projects for the Deskside Support team, ensuring documentation, updates, and inventory tracking are accurate and complete.
Document incidents and resolutions in accordance with knowledge management standards.
Proactively follow up on open requests and incidents until resolved to the user’s satisfaction.
Collaborate with team members to deliver efficient, end-to-end support services.
Participate in testing and deploying new desktop technologies and applications.
Maintain professionalism and a positive attitude when interacting with users and vendors.
Provide user education and support for advanced technical issues.
Communicate clearly and effectively, both verbally and in writing.
Assist, mentor, and serve as a backup to colleagues when needed.

Requirements:

Technical Skills

Familiarity with ITIL methodology and desktop project execution.
Proficiency with:
Windows 10 & 11
iOS and Android OS
Microsoft Office 365
Internet browsers
Local account management
Command line, registry, installs/uninstalls, and system management tools
Windows AutoPilot
MFA and VPN solutions (Cisco or similar)
Proficiency with hardware including:
Desktops, laptops, printers
iPhones, iPads, Android devices
Cisco video conferencing equipment, Cisco/Poly phones
Solid understanding of wide area networks, TCP/IP, and home networking.

Experience

5+ years of hands-on IT support experience.
Bachelor’s degree in Computer Science, IT, or related field (or equivalent combination of education, certifications, and experience).
Experience in financial services is preferred; front-office support is a plus.
Skilled in supporting both Windows and Mac environments.
Strong customer service orientation and relationship management skills.
Experience working with third-party vendors and service management systems such as ServiceNow.
Awareness of and commitment to cybersecurity best practices.

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