IT Support Specialist — Windows, AD & 2nd-Line

GoodLeap; Roseville (CA); On-site; USD 43,000 - 50,000; Full time

Job summary

GoodLeap is hiring an IT Support Specialist to join the Employee Technology Enablement team. You will answer level 2 help desk questions, onboard new staff, and support users across the US and Mexico, ensuring productive use of our software and hardware.

You will troubleshoot issues, document resolutions, train new hires, and participate in after-hours on-call rotations, with focus on Windows 10, MS Office, Exchange, AD, DNS, and VM environments.

Qualifications

• Strong interpersonal communication with non-technical users.
• Solid knowledge of general office software (Windows 10, MS Office).
• Experience with Exchange, Active Directory, DNS and virtual machines.
• Experience with desktop hardware, software, OS and LAN connectivity.
• AD / Office 365 integration experience is a plus; Cisco Meraki is a plus.
• Microsoft certifications are encouraged but not required.
• 3–5 years of professional IT experience.

Responsibilities

• Provide assistance for items escalated to level 2 help desk support.
• Answer staff questions about all company supported hardware and software.
• Provide creative solutions for difficult, complex ongoing problems.
• Document problems, resolutions, and activities for future reference.
• Identify, analyze, and provide preventative solutions for problematic trends.
• Recommend improvements to IT operations and processes.
• Apply knowledge of enterprise-level IT best practices.
• Provide technical training and new hire orientations as required.
• Participate in projects, tasks and responsibilities including emergencies and routine after-hours on-call rotation.
• Perform hardware and software installations.
• Maintain inventory by placing orders and tracking hardware and software.
• Own IT by having pride in your high-quality work.
• Display absolute integrity and discretion in performing support responsibilities.
• Other duties as assigned.

Skills

Interpersonal communication

Problem solving

Teamwork

Tools

Exchange

Active Directory

DNS

Virtual machines

Windows 10

MS Office

Office 365 integration

Cisco Meraki

Job description

GoodLeap is hiring an IT Support Specialist to join the Employee Technology Enablement team. You will answer level 2 help desk questions, onboard new staff, and support users across the US and Mexico, ensuring productive use of our software and hardware.

You will troubleshoot issues, document resolutions, train new hires, and participate in after-hours on-call rotations, with focus on Windows 10, MS Office, Exchange, AD, DNS, and VM environments.