Job Title: IT Site Support Specialist
Job Responsibilities:
- Serve as the primary IT point of contact in the office, providing high-touch, professional, and user-focused support to staff at all levels.
- Provide timely, professional, and effective technical support to end-users, ensuring minimal disruption to business operations.
- Demonstrate a strong customer service mindset by actively listening, empathizing with users, and communicating clearly, even in high-pressure situations. Reach out for assistance from other team members or groups where needed.
- Troubleshoot and resolve hardware, software, and connectivity issues, escalating when necessary to ensure resolution.
- Onboard new users ensuring a seamless IT experience from day one.
- Lead and coordinate IT projects at the site, working with other IT teams, ensuring successful implementation.
- Install, configure, and maintain computer systems and peripherals.
- Respond to user inquiries and resolve technical problems in a timely manner.
- Assist with the setup and configuration of audiovisual equipment for meetings and events.
- Collaborate closely with other IT team members to maintain consistent, high-quality service across all systems.
- Assist with software and hardware upgrades and deployments.
- Maintain accurate records of technical support requests and resolutions in the ticketing system.
- Attend Desktop Services team meetings and proactively identify opportunities to improve user satisfaction, system reliability, and support efficiency.
- Stay updated on emerging technologies and best practices in IT service and support.
- Actively engage with those in the office, and visitors, by walking around the office and fostering strong relationships with end-users.
- Participate in on-call rotation.
Education and Experience Information:
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- Minimum of 2 years of experience in IT support or a similar role.
- Strong knowledge of computer hardware, software, and operating systems.
- Proficiency in troubleshooting complex hardware and software issues.
- Excellent communication and customer service skills.
- Strong problem-solving and analytical abilities.
- Ability to work independently and prioritize tasks effectively.
- Technical certifications (., CompTIA A+, Microsoft Certified Professional) are a plus.
Salary Information:
- The anticipated pay range for this role in San Francisco is $69,700 - $101,150.
- This role is eligible for a discretionary bonus based on performance.
- The actual offered rate for this position will be determined based on job-related, non-discriminatory factors, including qualifications and experience, geographic location, education, external market data, and consideration of internal equity.
Working Conditions:
- This position requires on-site presence as an essential function of the role. Consistent and predictable on-site presence is required for ongoing business continuity, professional development, and effective collaboration with colleagues and management.
- Regular business hours with occasional evening or weekend support as needed.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals.
