IT Field Technician

Ultipro; Cupertino (CA); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Medical

Health Savings Account

Dental

Vision

Life Insurance

Paid Vacation (PTO)

401(k) with employer match

Flexible Spending Account

Employee Assistance Program (EAP)

Job summary

Ultipro in California's Cupertino area seeks an IT Help Desk Technician to install, configure, and repair desktop hardware and software, while supporting internal teams and maintaining inventory. The role focuses on Windows environments, Office applications, and device management.

You will work with AD, Azure AD, Exchange, and O365, handle VPN/SSO/MFA tasks, assess and respond to security threats, and document troubleshooting steps. Travel may be required and a Associate's degree is expected.

Qualifications

• Associate’s degree in business or computer science or equivalent experience.
• 3+ years in a technical/support role.
• Experience with desktop applications, Windows OS and relational databases.
• Knowledge of Windows OS, MS Office and IT hardware.

Responsibilities

• Install, configure, maintain, troubleshoot, and repair desktops, software, Wi-Fi, printers, related peripherals, mobile devices, videoconference equipment.
• Provide high level support to internal teams and develop escalation processes.
• Follow SOPs to troubleshoot and resolve issues (network outages, server downtime, etc.).
• Manage AD, Azure AD, Exchange, and O365 admin center.
• Support VPN, MFA, and SSO and assist with security remediation.
• Document troubleshooting steps and incident solutions; update policies and procedures.
• Travel may be required.

Skills

Windows OS

MS Office

Problem solving

Communication

Multi-tasking

Self-directed

Education

Associate’s degree in business or computer science

Tools

Active Directory

Azure AD

Exchange

Intune

ms 365 admin

Job description

Job Duties and Responsibilities

Common job activities are listed below; actual position responsibilities may vary. Refer to your manager or human resources for specific duties and performance expectations.

• Perform technical tasks such as installing, configuring, maintaining, troubleshooting, and repairing of desktop hardware, software, Wi-Fi, printers, related peripherals, mobile devices, videoconference equipment, etc. (35-40%)
• Provide high level support to internal teams (service desk, HomeServices IT, etc.) and develop processes for escalating appropriate issues.
• Follow the standard operating procedures to appropriately provide technical support to troubleshoot and resolve supported issues (network circuit outage, server down, etc.).
• Install, maintain, upgrade and relocate PCs, related equipment and software and maintain inventory of computer hardware and software. May perform evaluation on other office equipment prior to calling an outside vendor.
• Recommend modifications for product and equipment improvement based on results or information obtained in the field; perform repairs and maintenance as required.
• Recommend purchase and upgrade of PC equipment and software, as needed.
• Perform technical diagnosis and troubleshooting for users with hardware, software, and connectivity issues. Identify, prioritize and resolve end user technical problems and questions.
• Manage support functions within Active Directory, Azure Active Directory, Exchange, O365 admin center, etc. (10-15%)
• Manage and support other corporate desktop applications such as VPN, Multi-Factor Authentication, SSO, etc. (10-15%)
• Identify and respond to security threats in the environment and assist with any remediation. (5-10%)
• Create and document policies and procedures. Document and track troubleshooting steps, incident solutions and support requests. (5-10%)
• Provide assistance for network, application, and/or production onsite systems. (5-10%)
• Perform various audits including asset management, deletion of devices from Microsoft Intune, Microsoft Endpoint Manager, and other inventory tracking software. (5-10%)
• Perform any additional responsibilities as requested or assigned. (0-5%)

Performance Expectations

• Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
• Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
• Establish and maintain positive and productive work relationships with all staff, customers and business partners.
• Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development.
• Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.

Qualifications

Education: Associate’s degree in business or computer science; or equivalent related work experience.

Experience:

• 3+ years related experience in a functional/technical area, including experience gathering requirements and writing specifications.
• Experience with desktop applications, including all MS Office applications, Windows operating environment, and relational database environments.
• Project coordination experience strongly preferred.

Knowledge and Skills:

• Working knowledge of software development methodologies and specialized analysis, design and testing tools.
• Excellent oral and written communication skills. Highly effective interpersonal skills and customer relationship skills.
• Effective analytical and problem solving skills.
• Ability to prioritize and handle multiple projects concurrently.
• Ability to be self-directed and self-motivated.
• Work outside of core business hours required one or two nights a week, and flexibility to perform other after hours work as needed.

Other (licenses, certifications, schedule flexibility/OT, travel, etc.):

• Travel may be required.
• A+, Net+ and Security+ certifications preferred.

Wage:

$28.85 - $36.54 hourly; actual wage is based upon education and experience.

Benefits:

• Medical
• Health Savings Account
• Dental
• Vision
• Life Insurance
• Paid Vacation (PTO)
• 401(k) with employer match
• Flexible Spending Account
• Employee Assistance Program (EAP)

Equal Opportunity Employer

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.