IT Support Specialist

Pure Storage; Santa Clara (CA); On-site; USD 125,000 - 150,000; Full time

Job summary

An innovative company is seeking an IT Support Specialist to provide in-person support at their Santa Clara office. This full-time role involves troubleshooting technical issues, assisting a diverse group of colleagues, and ensuring high service standards. The ideal candidate will thrive in a collaborative environment, possess strong problem-solving skills, and have a customer-focused attitude. Join a team that values growth, innovation, and inclusivity, and be part of reshaping the data storage industry while enjoying a variety of perks and a supportive work culture.

Benefits

Flexible Time Off

Wellness Resources

Company-Sponsored Team Events

Qualifications

• Proficient in desktop and mobile operating systems.
• Ability to troubleshoot hardware and software issues.

Responsibilities

• Deliver technical support for hardware, software, and networking issues.
• Ensure timely resolution of incidents and requests.

Skills

Technical Support

Problem-Solving

Customer Service

Networking Concepts

Operating Systems (macOS, Windows, Linux)

Education

Associate Degree or Equivalent

Tools

Ticket Tracking System

Job description

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.

This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.

The IT Support Specialist provides in-person IT support at our Santa Clara office, ensuring timely resolution of technical issues and delivering high service standards. This role supports a diverse group of colleagues across the organization, including executives, and includes participation in on-call support to address critical issues outside standard business hours. This is a full-time, in-office position.

SHOULD YOU ACCEPT THIS CHALLENGE...

• Deliver comprehensive technical support to address hardware, software, and networking issues for both local and remote employees.
• Provide technical assistance for IT-provisioned services, ensuring smooth user experiences.
• Troubleshoot and resolve user issues across various operating systems, including macOS, Windows, and Linux.
• Ensure all incidents and requests are resolved within established Service Level Agreements (SLAs), providing accurate and efficient solutions.
• Utilize a ticket tracking system to document all support cases with precision and thoroughness.
• Develop and maintain clear and concise documentation for troubleshooting solutions, processes, and procedures.
• Administer user accounts and manage application access assignments.
• Perform hardware repairs and process warranty RMAs (Return Merchandise Authorizations) as needed.
• Collaborate on IT team projects and initiatives to improve service delivery.
• Participate in a rotating schedule for holiday and weekend on-call support.
• Lead or contribute to projects focused on enhancing service levels, including automation and work reduction initiatives to improve efficiency.

WHAT YOU’LL NEED TO BRING TO THIS ROLE...

• Customer-Focused Attitude: A proactive and positive approach to delivering user-centric solutions.
• Independent Problem-Solving: Ability to work autonomously while exceeding performance expectations.
• Collaborative Flexibility: Comfortable working in a matrixed environment, responding to multiple project leaders and priorities.
• Educational Background: Associate degree (AA) or equivalent from a two-year college or technical school, or comparable combination of education and experience.
• Technical Expertise:
• Proficiency in desktop operating systems (macOS and Windows) and mobile operating systems (iOS and Android).
• Basic understanding of networking concepts, including VPN, LAN, WAN, and wireless technologies.
• Work Environment Adaptability: Ability to thrive in a collaborative open office environment and adapt to both in-office and remote work settings as required.
• Physical Requirements:when
• Lift up to 50 pounds.
• Climb ladders and walk between buildings on campus.
• Carry an equipment bag with tools and replacement gear for various locations.

We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara, CA office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave.

The hourly range is: $39.00 – $60.00

Hourly ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the hourly range is reflective of the labor market across the applicable locations.

This role may be eligible for incentive pay and/or equity.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events - check out purebenefits.com for more information.

There is no application deadline and we accept applications on an ongoing basis until the job is filled.

#LI-TH3 , #LI-ONSITE

WHAT YOU CAN EXPECT FROM US:

• Pure Innovation: We celebrate those who think critically, like a challenge and aspire to be trailblazers.
• Pure Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortune's Best Large Workplaces in the Bay Area, Fortune's Best Workplaces for Millennials and certified as a Great Place to Work!
• Pure Team: We build each other up and set aside ego for the greater good.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources and company-sponsored team events. Check out purebenefits.com for more information.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at [e-mail] if you’re invited to an interview.

WHERE DIFFERENCES FUEL INNOVATION:

We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership. At Pure Storage, diversity, equity, inclusion and sustainability are part of our DNA because we believe our people will shape the next chapter of our success story.

Pure Storage is proud to be an equal opportunity employer. We strongly encourage applications from Indigenous Peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and people with intersectional identities. We also encourage you to apply even if you feel you don’t match all of the role criteria. If you think you can do the job and feel you’re a good match, please apply.