IT Helpdesk Support II

IT Helpdesk Support II

Location: Campbell, CA (*ONSITE*-International travel required)

Salary Range: $90-110K base

Job Summary:

We seek a talented and highly motivated individual to join our on-site team to secure our next-generation product platform. As a vital member of our international, cross-functional team, you will be crucial in supporting our personnel using the latest tools and technologies. Through your direct technical support, you will be instrumental in solving problems to allow our business to focus on developing cutting-edge products and maintaining our upbeat operational tempo. Together, we will ensure our Centric workers' utmost availability, reliability, security, and protection as we continue to innovate and align with business needs.

As our team grows, there is a big opportunity to contribute and advance your career.

Responsibilities:

• Monitor IT Service Desk ticketing system daily and respond immediately to urgent requests while maintaining required SLA response and resolution times

• Assist other IT teams and IT Service Desk tiers as necessary

• Provide technical support for both hardware and software issues our users encounter by troubleshooting and researching

• Provisioning, imaging, installing, and configuring software and hardware

• Analyze user issues related to the configuration and operation of the computer operating system

• Active Directory, Microsoft 365, OKTA, Intune, Mosyle user administration and problem-solving

• Directly interact with end users via phone calls, emails, or through the IT ticketing system

• Escalate issues to the next support tier or appropriate team

• Participate in IT and Security training

• Resolve user issues in a timely manner or escalate to a higher support tier as necessary

• Contribute to the IT internal wiki with technical documentation, knowledge base, and team procedures

• Develop IT Service Desk Support procedures to be used by peers and lower tiers

Qualifications:

• Degree and/or certifications in computer science, Engineering, or a related field are preferred

• Minimum of 2 to 4 years of proven professional experience in IT is preferred.

• Adequate knowledge in the following areas:

  • Windows, Macs, and Linux

  • Understanding of networking

  • Firmware, security, OS, and software patching

  • Virtual Machines

  • Antivirus/antimalware applications

  • Mobile devices such as Android and IOS platforms

• Resourcefulness and problem-solving aptitude

• Proficient English language communication skills

• Excellent problem-solving and analytical skills

• Ability to directly interact with end users of all technical abilities

Traits we value:

• Demonstrated ability to work cross-functionally across the company.

• Ability to thrive in the dynamic environment that comes with being part of an innovative company from its early days.

• Ability to adapt to a rapidly evolving technology and commercial environment. 

• Ability to resolve problems in order to clarify situations and create a way forward.

• Results-oriented and motivated to deliver value.

• Ability to go deep in problem-solving and analytical solution mapping. 

• Proven ability to work with geographically distributed teams. 

• Team player, ready to contribute to the A team! 

The US base salary range for this full-time position is $90,000 - $110,000 + benefits. Our salary ranges are determined by role, level and location. The range for each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience and relevant education or training. Please note that the compensation details listed reflect base salary and certain positions may be offered additional variable incentives.