End User Support Specialist
Title: : Front end IT / End User SupportLocation: Milpitas, CA 95035Duration: 12+ Months Position Summary:Front end IT / End User Support roleDay to day support via walk ups and ticketing systemNo back end or project work (works with back end teams as needed)Team supports ~3,500 users; candidate joins a 14 person support teamHands on desk side and conference room support requiredKey ResponsibilitiesWindows break/fix troubleshooting (Windows 10 & 11)End user support (desk side and remote)Ticket handling (ServiceNow experience not required; ticketing workflow knowledge is sufficient)Conference room support:Zoom roomsPoly devices (X32, X72), Neat BarBasic troubleshooting (no design or installation)Office 365 supportBasic VPN troubleshootingLight hardware work (e.g., drive installs; no fan/motherboard replacements)Technical Skills RequiredWindows OS troubleshooting (10 & 11)Office 365Active Directory (basic):Password resetsUnderstanding users, groups, computer objectsReview applied group policies (no creation/configuration required)Remote support tools (any standard tools are acceptable)Nice to Have / Plus SkillsMac troubleshooting experience (big plus)Experience supporting large/enterprise environmentsConference room technology support experienceExperience & EducationTypically ~3 years of relevant IT support experienceHelp Desk / Desktop Support backgrounds are acceptableOverqualified candidates are okay as long as skills are currentBachelor’s degree: Nice to have, not required (equivalent experience accepted)Interview ProcessOne round, onsiteInterviewed by hiring manager + senior team membersHiring decision made quicklyCritical Notes for SuppliersCandidate must be local or fully committed to daily onsite commuteDo not submit candidates who are not comfortable commuting to Milpitas dailyThis role will not convert to hybridSubmit candidates at appropriate bill rates based on experienceEntry-level vs. 3+ years should not be billed the samePosition SummaryWe are seeking a reliable and customer-focused Computer Support Analyst to provide onsite and remote technical support in a corporate environment. This role is responsible for day-to-day IT support, conference room and event assistance, hardware/software troubleshooting, and documentation of IT processes.________________________________________Key ResponsibilitiesMonitor and manage the ServiceNow (SNOW) ticket queue; create, update, and resolve help desk tickets.Diagnose and resolve hardware and software issues for desktop and laptop systems.Provide onsite and remote technical support to end users in a corporate environment.Perform daily conference room checks and support Zoom-enabled conference rooms and onsite events.Install, configure, and maintain computers, laptops, printers, and peripheral devices.Conduct routine maintenance, including system updates, virus scans, and hardware replacements.Maintain accurate inventory records of IT hardware and software assets.Provide workstation setup, teardown, and system relocation support as needed.Document IT processes, procedures, and troubleshooting guides; keep documentation up to date.Assist with special projects and IT initiatives as assigned.Deliver basic end-user training on standard and specialized applications when required.________________________________________Required QualificationsHands-on experience providing computer support to end users (onsite and remote) in a corporate environment.Experience supporting Zoom conference rooms and video conferencing technology.Strong communication skills with the ability to explain technical issues in clear, non-technical terms.Excellent customer service skills with strong attention to detail and follow-up.Ability to work independently as well as collaboratively within a team.Working knowledge of ITIL and ITSM best practices.Demonstrated sense of urgency when supporting users and responding to incidents.________________________________________Preferred Qualifications3 years of experience in relevant fieldGeneral knowledge of networkingMac support knowledgeBe able to troubleshoot video conference rooms4-year college degree is a plus