Our IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the IT Support Specialist is to provide first line support for all staff. The IT Support Specialist is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. Role & Responsibilities: • Be the onsite local presence of IT for our customers providing assistance and resolution to issues in a prompt, courteous and empathetic manner. • Work with in-house staff as well as outsourced service and hardware vendors on technical support issues to ensure minimal downtime and disruption. • To provide support for users in the operation of a range of hardware including printers, scanners and other external peripherals. • Assist in maintaining, updating, inventorying, and troubleshooting (both onsite and remotely), approximately 300 devices to include servers, network hardware, desktop computers, laptops and mobile devices. Assisting may include being onsite as 'remote hands' to different technical departments to resolve issues. • To diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications. • To assist all our users with any logged IT related incident when called upon. • To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary. • To accurately record, update and document requests using the IT service desk system(ServiceNow). • To install and configure new IT equipment and accurately keep track of Asset lifecycle from assignment, to repair, to refresh, to recovery. • To resolve incidents and upgrade different types of software and hardware including printers, copiers, and scanners • To create user accounts and reset passwords ensuring that the correct permissions and data security are applied. • To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. • Be able to work unsupervised and provide updates and practice sound time management. • When applicable, travel may be needed to work at other locations. Practicing safe driving habits is required. • Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization. • To be a highly motivated team player with the skills and ability to manage changing priorities. • Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes. • Other duties as assigned Compensation: • Salary: $85k - $95k (depending on experience) #LI-Onsite #LI-KW1 Benefits Overview 401(k) Plan with Company Match: Currently match contributions dollar-for-dollar up to 4% of eligible pay; immediate vesting. Health & Welfare Benefits: Employer provided medical, dental, vision, prescription drug, Employee Assistance Program and accident & illness coverage. Life and Disability Insurance: Eligible for employer-provided Long-Term Disability, Basic Life, and AD&D Coverage, with option to purchase additional coverage per plan terms. Time Off: Vacation is 80 hrs/yr during your first 5 years, then 120 hrs/yr. Unused vacation rolls over up to 80 hrs (years 1-5) and 120 hrs (year 6+). Accrues each pay period, and unused accrued vacation time is paid out at separation per CA law. This is separate from CA sick leave; company holidays per policy. Expenses: Business travel and related expenses reimbursed per company policy.