IT Support Specialist - San Francisco, United States - Pac-12 Conference
Description
**Description**
The IT Support Specialist will build and maintain users trust in the IT Helpdesk Group as a skilled expert in troubleshooting and addressing issues. This role relies on problem-solving and customer service skills to provide Pac-12 staff with swift resolutions to technical problems. This position will keep their technical know-how up to date. With a customer service mentality, this role will provide everyday technical support.
This position will provide insightful advice and empathic, hands-on technical support and issue resolution to remote and in-office Pac-12 users. Building the trust of Pac-12 users and coworkers alike will be done by offering guidance, knowledge, tips, and training.
Work hours may include nights, weekends, and holidays and will be a blend of remote and on-prem work.
**Specific Responsibilities:**
Technical Support Provide Help Desk support on both Mac and PC platforms to the entire Pac- 12 organization. Perform installation, configuration, troubleshooting, technical support, and repair of desktop, IT, and AV systems across multiple functional areas. Act as a first point of escalation for triaging IT issues in support of our hybrid in-office and remote workforce.
Maintenance Contribute to a preventive maintenance program and schedule in order to provide the Company with an efficient and reliable IT infrastructure.
Daily tasks will include: Google administration and integration, enterprise Mac support, enterprise deploy solutions such as JAMF, maintain WDS Image Library, General hardware and software support; Desktop security and antivirus and patch management; LAN support, Active Directory support; Mobile device integration and support; VPN account set-up, Employee onboarding, and off-boarding; maintain and audit software license and hardware inventories; and VoIP system administration.
Workstation set-up - Set up, change, and tear-down of equipment for end-user use, performing or ensuring proper installation of cables, KVM, operating systems, and appropriate software. Document all changes.
Customer-focused Approach - Provide a customer care philosophy that emphasizes customer satisfaction. Triage priorities and escalate issues to other teams & individuals as appropriate.
Emergency Availability to participate, respond to and manage 24x7 responses to emergency facility needs.
Other duties as assigned by the manager.
**Requirements:**
Excellent customer service skills
Strong OSX and Windows knowledge. Hands-on experience with Identify & Access Management platforms such as OneLogin and Active Directory.
Technical training in Computer Networking and Network Security.
Excellent verbal, written, organizational and communication skills.
Previous experience with cloud-based services (including Google Workspace).
An aptitude for acquiring skills in technical problem-solving, and an eagerness for continual learning.
Proven ability to triage priorities of incoming issues, and manage time accordingly.
Minimum of one to three years of prior work experience in a helpdesk or customer-facing role.
Minimum of Associates Degree or Technical Certificate in electronics, computer or related field, Bachelors degree preferred.
Flexible work schedule, including the availability to participate, respond to, and manage 24x7 responses to emergency facility needs.
**Preferred:**
Knowledge and experience in both IP and broadcast technology principles and support.
Familiarity with media industry including broadcast and streaming.
Previous VOIP configuration/administration
Experience with Virtualization, A/V technologies, Windows or Apple automated systems management a major plus.
Any certification such as ACSP, CompTIA A+, HDI-SCA, CCNA, CBNE, and/or CCENT is a big plus.