IT Specialist

Overview:

Tek Wissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.

This position is part of the End User Services organization and provides onsite IT desktop support to client employees at the Fremont, California campus. The role focuses on troubleshooting, configuring, deploying, maintaining, and supporting desktop and laptop systems, mobile devices, printers, telecommunications equipment, and conference room technology. The position requires strong customer service, technical troubleshooting, documentation, communication, and problem-solving skills, with approximately 2+ years of desktop support experience preferred.

The role is primarily onsite Monday through Friday, 8:00 AM to 5:00 PM, with occasional overtime.

• Provide technical support at the onsite walk-up service center and directly assist end users.
• Configure, deploy, maintain, troubleshoot, and support workstations, laptops, printers, mobile devices, phones, and telecommunications equipment.
• Install, configure, analyze, resolve, and repair Windows and Mac OS hardware and software issues.
• Research, install, maintain, and troubleshoot desktop and laptop hardware and associated software.
• Support the desktop environment according to established standards, procedures, and testing processes.
• Evaluate and implement application software solutions identified by Corporate IT.
• Take proactive and corrective actions to prevent system problems and minimize disruptions.
• Maintain password security, data integrity, and file system security for desktop and laptop environments.
• Respond promptly to customer issues, thoroughly document resolutions, and close cases through the designated ticketing system.
• Troubleshoot software/hardware incompatibilities and network connectivity issues and determine root causes.
• Provide technical support for conference room technology, including projectors, display screens, telephony, sound systems, Microsoft Teams, and Zoom.
• Communicate with customers, peers, and management regarding case status, technical problems, and recommendations.
• Document and manage trouble tickets from inception through closure.
• Provide technical support to internal and remote computer systems using remote-support tools such as Bomgar.
• Handle administrative tasks and other duties assigned by the IT Desktop Support Manager.
• Provide recommendations for computer solutions and hardware based on user and business requirements.

• Experience installing, configuring, troubleshooting, and supporting desktop and laptop systems.
• Familiarity with system imaging processes.
• Strong knowledge of Windows 7, 10, and 11 and Mac OS.
• Experience supporting iOS and Android mobile platforms.
• Experience with Active Directory.
• Knowledge of password security, data integrity, file system security, and Bit Locker.
• Experience with enterprise incident management systems such as Fresh service.
• Experience with Cisco VoIP telephony systems and troubleshooting headset hardware.
• Experience supporting Microsoft Office 365 applications, including Word, Excel, PowerPoint, Outlook, SharePoint, Teams, One Drive, Forms, Stream, Tasks, Video, and One Note.
• Experience with remote technical support tools such as Bomgar.
• Microsoft SCCM/MECM experience preferred.
• Strong troubleshooting, critical-thinking, root-cause analysis, and problem-solving abilities.
• Excellent oral and written communication skills.
• Strong customer service orientation and ability to work directly with end users.
• Strong organizational skills, attention to detail, flexibility, and time-management skills.
• Ability to follow established processes, standards, and testing procedures.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Education:
  
  Associate Degree in Computer Science, Information Technology, or a related field, or equivalent experience, plus 2 years of relevant experience.
• Preferred certifications: A+, MCP, or HDI.
• Experience:
  
  2+ years of direct customer-facing desktop support experience preferred.

Tek Wissen Group is an equal opportunity employer supporting workforce diversity.