Technical Support Specialist

Belcan; San Jose (CA); On-site; USD 60,000 - 95,000; Full time

Job summary

Belcan is seeking a Technical Support Specialist to serve as the primary contact for Tier 1 support in a mixed network environment. The role involves hardware deployment, software installation, printer maintenance, and IT asset management, with up to 10% travel.

The ideal candidate has a Bachelor’s degree in IT or 4 years of experience, plus A+ certification and strong knowledge of PC architecture and WAN troubleshooting. U.S. Person status is required for compliance.

Qualifications

• Bachelor degree in Information Technology or 4 years of experience.
• A+ Certification and knowledge of PC Architecture.
• 2 years network technical troubleshooting in WAN environment (Switch to user port).
• 4 years deploying end user hardware laptops/desktops via automated provisioning (Ivanti EPM, MS USMT).
• U.S. Person due to export control laws (citizenship/permanent residency or protected status).

Responsibilities

• Provide Tier 1 technical support for hardware, software, and peripherals.
• Manage Active Directory tasks: unlock/reset user passwords, add systems to network.
• Troubleshoot network issues and patching; monitor network availability; assist with printing and VOIP issues.
• Install/deploy licensed software on workstations and ensure asset policies are followed.
• Provision/deploy user workstations using documented processes and imaging tools.
• Maintain security patches on user workstations and printers.
• Collaborate in daily huddles to reduce escalations and improve response time.
• Support DFARS/CMMC compliance through IT asset management practices.

Skills

LAN/WAN Troubleshooting

End-user hardware deployment

Windows OS

IT Asset Management

VOIP Phone Systems

Education

Bachelor degree in Information Technology or 4 years of experience

A+ Certification

Tools

Ivanti EPM

MS USMT

Netscout

Active Directory

Job description

The Technical Support Specialist will be primary point of contact for Tier 1 support, supporting mixed network environment, meeting the needs of the business user, software and peripheral equipment, and the documentation of practices relating to these technologies. 10% or less travel may be required.

REQUIRED JOB QUALIFICATIONS:

• Bachelor degree in Information Technology or 4 years of experience
• A+ Certification and knowledge of PC Architecture
• 2 Years network technical troubleshooting in Corporate wide area network (WAN) environment (Switch, to user port)
• 4 years deploying end user hardware laptops, desktops, via automated provisioning solutions (Ivanti EPM, MS USMT)
• Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. Person which is defined as a U.S. citizen, a U.S. permanent resident, or someone who has protected status in the U.S. under asylum or refugee status.

ESSENTIAL FUNCTIONS and DUTIES:

• Legacy AD support, active Directory; add new systems to the network; unlock/reset user account password
• Hardware; complete hardware installations, equipment moves; BIOS patches; hardware troubleshooting; desktop hardware support of end user systems
• Network; patching drops, monitoring network availability; troubleshooting connectivity issues; make custom length patch cables; ability to troubleshoot with Netscout network analyzer
• ZOOM VOIP phone system admin experience, and or ability to learn a must; troubleshoot phone connectivity issues, programming extension changes; deploying new services.
• Software; install/deploy licensed software on workstations; ensure software asset management policies are followed.
• Provision/Deployments; Provision user workstations using LTP documented process, have knowledge of deploying systems imaging tools such as Acronis with current OS patches for new and older systems; imaging and inventory new systems for stock; collect and dispose of obsolete equipment abiding by the IT Asset Management Policy/SOP.
• Security Patching; ensure user workstations are up to date with all security patches currently reported as necessary
• Virus/spam protection High Proficiencies
• Maintain printers, contact vendors (HP/Canon) for printer repairs; work with Systems admin staff to configure new print queues and new printers.
• Participate in daily huddles to review aging, unallocated tickets related to problems/issues/delays to limit User escalations and to improve user response/resolution time.
• Ensure fellow End-User support team members are also abiding by IT Asset Management process, ensure IT meets the annual goal deliverable of abiding by Asset Management to support DFARS, CMMC certifications and controls.
• Improve and maintain 6S in your area; make suggestions for improvements.
• Participate in Lean/Six Sigma activities in own work area as well as events for other areas to enhance cross-functional problem solving.