Infracore
Overview
Infracore is growing and continually looking for a
Desktop Support Specialist
to join our team of IT professionals. As the team’s "First Responder", you will apply a collaborative mindset to day-to-day activities, resolving end-user IT challenges, troubleshooting back-end business technology, and diagnosing and resolving customer pain points. We believe in fostering an employee-centered culture through collaboration and providing opportunities, training, and resources for employees to become their most successful self. We stand for each other’s success with a foundation based on integrity, commitment, and trust. Essential duties
Understanding Infracore’s mission, values, and guiding principles Understanding Infracore’s client base, business model, products and services and completing identified computer-based training labs Building a foundation of strong relationships with Infracore teammates Working with Infracore’s service desk ticketing standards and processes Participating in ticket review meetings to start identifying opportunities for improvements Understanding the client compliance landscape, what data is protected and how it is controlled Handling customer service requests such as user account creation and termination in Active Directory and routine permission changes for less sensitive systems Handling basic desktop application troubleshooting such as MS365, printer and scanner support and basic network troubleshooting Managing desktop support tickets and accurately handling incoming requests by triaging appropriately, ensuring work and timelines are clear Engaging in daily, weekly, and monthly IT team meetings with teammates to maintain accountability and speak up to communicate gaps Handling compliance-sensitive requests following documented procedures Handling 80%+ of customer issues via e-mails, phones, and walk-up service requests without requiring technical escalation Handling more complex requests including troubleshooting network issues, mobile device issues, and PC and Mac performance issues Assisting the team with routine audits and equipment inventory and orders Mentoring and training fellow teammates as needed Proactively identifying ways to improve department efficiency through creative ideas and solutions Delivering real-time support to high-visibility events such as all-hands video conferences and board meetings Taking on first-round troubleshooting for more complex customer issues including network troubleshooting and system performance issues Benefits
Work-Life Balance Competitive Salary Medical, Dental & Vision Life & Long-Term Disability Insurance 401K Matching Paid Time Off Professional Development Leadership Coaching Certification Reimbursement Employee Led Technical Training Monthly Social Events DoorDash Annual DashPass Columbia Activewear Employee Discount Requirements
High school diploma or general education degree (GED); or equivalent combination of education, certifications and experience 1+ years of relevant work experience in an Enterprise IT department troubleshooting a wide variety of end-user issues including file corruption, application software, BSODs and failed updates Working knowledge of Active Directory (Moves/Adds/Changes/Deletes) Working knowledge of at least one component of the Microsoft 365 ecosystem including Exchange Online, Teams, SharePoint and OneDrive Understands cybersecurity measures, such as multi-factor authentication, SSL certificates, disk/device encryption & PKI Understands common security risks including phishing, password re-use and social engineering Working knowledge of DNS, TCP/IP networking, Ethernet and Wi-Fi Experience working in an enterprise IT ticketing system Working knowledge of PC hardware components Preferred
Bachelor’s degree in Computer Science Working knowledge of Mac hardware components Working knowledge of Azure Active Directory and Azure MFA Working knowledge with Windows Server and PowerShell Knowledge of common legal compliance initiatives such as SOX, HIPAA, CCPA and ISO a plus Location & Compensation
Solana Beach, CA; San Diego, CA; Tijuana, Baja California, Mexico This role pays $23 - $32 hourly (pay for other locations may vary).
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Infracore is growing and continually looking for a
Desktop Support Specialist
to join our team of IT professionals. As the team’s "First Responder", you will apply a collaborative mindset to day-to-day activities, resolving end-user IT challenges, troubleshooting back-end business technology, and diagnosing and resolving customer pain points. We believe in fostering an employee-centered culture through collaboration and providing opportunities, training, and resources for employees to become their most successful self. We stand for each other’s success with a foundation based on integrity, commitment, and trust. Essential duties
Understanding Infracore’s mission, values, and guiding principles Understanding Infracore’s client base, business model, products and services and completing identified computer-based training labs Building a foundation of strong relationships with Infracore teammates Working with Infracore’s service desk ticketing standards and processes Participating in ticket review meetings to start identifying opportunities for improvements Understanding the client compliance landscape, what data is protected and how it is controlled Handling customer service requests such as user account creation and termination in Active Directory and routine permission changes for less sensitive systems Handling basic desktop application troubleshooting such as MS365, printer and scanner support and basic network troubleshooting Managing desktop support tickets and accurately handling incoming requests by triaging appropriately, ensuring work and timelines are clear Engaging in daily, weekly, and monthly IT team meetings with teammates to maintain accountability and speak up to communicate gaps Handling compliance-sensitive requests following documented procedures Handling 80%+ of customer issues via e-mails, phones, and walk-up service requests without requiring technical escalation Handling more complex requests including troubleshooting network issues, mobile device issues, and PC and Mac performance issues Assisting the team with routine audits and equipment inventory and orders Mentoring and training fellow teammates as needed Proactively identifying ways to improve department efficiency through creative ideas and solutions Delivering real-time support to high-visibility events such as all-hands video conferences and board meetings Taking on first-round troubleshooting for more complex customer issues including network troubleshooting and system performance issues Benefits
Work-Life Balance Competitive Salary Medical, Dental & Vision Life & Long-Term Disability Insurance 401K Matching Paid Time Off Professional Development Leadership Coaching Certification Reimbursement Employee Led Technical Training Monthly Social Events DoorDash Annual DashPass Columbia Activewear Employee Discount Requirements
High school diploma or general education degree (GED); or equivalent combination of education, certifications and experience 1+ years of relevant work experience in an Enterprise IT department troubleshooting a wide variety of end-user issues including file corruption, application software, BSODs and failed updates Working knowledge of Active Directory (Moves/Adds/Changes/Deletes) Working knowledge of at least one component of the Microsoft 365 ecosystem including Exchange Online, Teams, SharePoint and OneDrive Understands cybersecurity measures, such as multi-factor authentication, SSL certificates, disk/device encryption & PKI Understands common security risks including phishing, password re-use and social engineering Working knowledge of DNS, TCP/IP networking, Ethernet and Wi-Fi Experience working in an enterprise IT ticketing system Working knowledge of PC hardware components Preferred
Bachelor’s degree in Computer Science Working knowledge of Mac hardware components Working knowledge of Azure Active Directory and Azure MFA Working knowledge with Windows Server and PowerShell Knowledge of common legal compliance initiatives such as SOX, HIPAA, CCPA and ISO a plus Location & Compensation
Solana Beach, CA; San Diego, CA; Tijuana, Baja California, Mexico This role pays $23 - $32 hourly (pay for other locations may vary).
#J-18808-Ljbffr