User Support Analyst

Flex Employee Services; Menlo Park (CA); On-site; USD 85,000 - 105,000; Full time

Job summary

Flex Employee Services in Menlo Park, CA seeks a Senior IT Support Specialist to provide second-level support, assist with escalations, and support videoconference and collaboration tools.

You will train new hires, participate in technology deployment projects, image computers, configure devices, and maintain inventory. Strong communication and problem-solving are essential.

Qualifications

• Minimum of 5 years software and hardware experience in a team-oriented IT structure.
• Experience with various models of desktops/laptops/iPad/iPhone/MAC, printers, installing, moving and configuring computer and telephone hardware.
• Must have advanced knowledge and experience troubleshooting MS Office 365 Suite, Windows 11 in a wired/wireless network environment, Active Directory, NetDocuments or other document management system, Intapp Time, internet, intranet, telephone, voicemail/Cisco Systems/Cisco IP Phones, Extension Mobility, email, and proprietary applications.
• Prefer experience with setting up videoconferences, understanding video bridging, and technical-level understanding of collaboration technologies, such as Zoom and Teams.
• Prefer experience with delivering presentations, public speaking, or training classes.
• Knowledge of Microsoft SCCM, Citrix XenApp, Microsoft Terminal Services, VMware Horizon, and other remote access technologies are preferred.
• Microsoft Windows Defender, GlobalProtect, and other personal firewall software experience is preferred.
• Experience with using help desk ticketing systems is preferred.
• Microsoft A+ certification is a plus.
• A four-year degree or equivalent preferred

Responsibilities

• Provide second-level IT support on escalated issues from the Help Desk, ability to elevate problems to Analysts, Programmers, Operations or Engineers when necessary, assisting with information gathering and problem solving of escalated hardware and software support issues.
• Assist the videoconference team with video and sound checks before meetings, bridging complex multi-location meetings, and provide support for collaboration technologies in the office, such as Zoom and Teams
• Assist IT Training Team with conducting new hire training, as necessary.
• Participate in projects to deploy new technology, such as PC upgrades, and special events, such as server room maintenance. These projects often take place on the weekends or after hours.
• Image computers, configure IP telephones, move and install printers.
• Install routine firmware updates on computers and docking stations.
• Perform asset tagging and hardware inventory maintenance, including the preparation of loaning of computer equipment.

Skills

Customer service

Analytical skills

Verbal communication

Multitasking

Problem solving

Public speaking/training

Team collaboration

Education

Bachelor's degree or equivalent

Tools

Windows 11

MS Office 365

Active Directory

Intapp Time

NetDocuments

Cisco IP Phones

Zoom

Teams

SCCM

Citrix XenApp

VMware Horizon

GlobalProtect

Printer hardware

Job description

• Provide second-level support on escalated issues from the Help Desk, ability to elevate problems to Analysts, Programmers, Operations or Engineers when necessary, assisting with information gathering and problem solving of escalated hardware and software support issues.
• Assist the videoconference team with video and sound checks before meetings, bridging complex multi-location meetings, and provide support for collaboration technologies in the office, such as Zoom and Teams
• Assist IT Training Team with conducting new hire training, as necessary.
• Participate in projects to deploy new technology, such as PC upgrades, and special events, such as server room maintenance. These projects often take place on the weekends or after hours.
• Image computers, configure IP telephones, move and install printers.
• Install routine firmware updates on computers and docking stations.
• Perform asset tagging and hardware inventory maintenance, including the preparation of loaning of computer equipment.

Qualifications:

• Minimum of 5 years software and hardware experience in a team-oriented IT structure.
• Experience with various models of desktops/laptops/iPad/iPhone/MAC, HP, Canon and Xerox printers, installing, moving and configuring computer and telephone hardware is preferred.
• Must have advanced knowledge and experience troubleshooting MS Office 365 Suite, Windows 11 in a wired/wireless network environment, Active Directory, NetDocuments or other document management system, Intapp Time, internet, intranet, telephone, voicemail/Cisco Systems/Cisco IP Phones, Extension Mobility, email, and proprietary applications.
• Prefer experience with setting up videoconferences, understanding video bridging, and technical-level understanding of collaboration technologies, such as Zoom and Teams.
• Prefer experience with delivering presentations, public speaking, or training classes.
• Knowledge of Microsoft SCCM, Citrix XenApp, Microsoft Terminal Services, VMware Horizon, and other remote access technologies are preferred.
• Microsoft Windows Defender, GlobalProtect, and other personal firewall software experience is preferred.
• Experience with using help desk ticketing systems is preferred.
• Microsoft A+ certification is a plus.
• A four-year degree or equivalent preferred

Successful candidates will also possess the following:

• Exceptional customer service and solution focus
• Strong analytical and technical troubleshooting skills
• Excellent written and verbal communication skills
• Strong work ethic, attention to detail and punctuality
• Creativity and an ability to collaborate with others effective collaboration skills.
• A sense of urgency for incident resolution
• An ability to multitask and prioritize in a fast-paced environment.
• The ability to work under minimal local supervision, independently, and as a member of a project team.
• Experience communicating with senior or executive-level managers.
• An ability to adjust the work schedule as needed for on-call support or overtime.