IT Service Desk Technician

Hayward Corporate
26462 Corporate Avenue
Hayward, CA 94545, USA

The Engineer I, IT User Support provides responsive technical support and IT services to local and global users, ensuring reliable operation of hardware, software, network, and facility access systems. This role troubleshoots technical issues, manages user accounts and endpoint devices, supports network infrastructure, and administers systems such as badge access, CCTV, and timekeeping platforms. By resolving service requests, maintaining accurate documentation, delivering user training, coordinating with vendors, and supporting IT projects, the Engineer I helps maximize system availability, enhance user productivity, and ensure compliance with security, data privacy, and IT service standards.

• Providing Technical Support:
  Offer assistance to both local (Hayward, Fremont and San Jose sites) and global users encountering technical issues with hardware, software, networks, and other IT systems.
• Troubleshooting:
  Diagnose and resolve technical problems, utilizing various tools and methodologies to identify root causes and implement solutions.
• Hardware Maintenance:
  Install, configure, and maintain computer hardware components such as desktops, laptops, printers, and peripherals.
• Software Installation and Configuration:
  Install, configure, and update operating systems, software applications, and drivers as needed.
• User Account Management:
  Create, modify, and deactivate user accounts across various systems and applications, ensuring security and access control.
• Network Support:
  Assist in the setup, configuration, and maintenance of local area networks (LANs), wide area networks (WANs), and other network infrastructure components.
• Other Systems:
  Manage door access system, CCTV, employee’s clocking system.
• Tasks & Projects:
  Assist in tasks & projects assigned by local and corporate.
• Documentation and Knowledge Sharing:
  Maintain accurate documentation of IT systems, procedures, and configurations, and share knowledge with team members and end-users.
• Training and User
  
  Education:
  
  Conduct training sessions and provide user education on IT best practices, tools, and procedures to enhance productivity and security awareness.
• Vendor Management:
  Liaise with IT vendors and service providers to procure hardware, software, and services, and coordinate support and maintenance activities as necessary.
• Continuous Improvement:
  Stay updated on emerging technologies, trends, and best practices in IT support, and propose and implement improvements to enhance efficiency and effectiveness.
• Incident Management:
  Manage and prioritize incoming support tickets and service requests, ensuring timely resolution and effective communication with stakeholders.
• Adherence to Policies and Standards:
  Ensure compliance with organizational policies, procedures, and industry standards related to IT security, data privacy, and service delivery.
• Customer Service:
  Provide excellent customer service by communicating effectively, empathizing with users’ concerns, and striving to exceed expectations in resolving issues and meeting needs.

• Bachelor’s degree (or equivalent experience) in computer science or related field

• 3+ Years of experience.
• Organized and meticulous.
• Good coordination and interpersonal skills.
• Good team player and able to work with minimal supervision.
• Experience in Microsoft Office 365, Windows 11, Server OS.
• Experience in desktop/laptop hardware.
• Mac & Apple product support experience is a plus.
• Demonstrated ability to support networked printers, photocopiers, scanners, and multifunction devices.
• Barcode printer setup and label design is a plus.
• Knowledge in Active Directory, LANs, Data Backup, Print Server.
• Basic knowledge of VOIP systems.
• Basic knowledge of physical Ethernet cabling.
• Basic knowledge of shared storage (NAS/SAN).
• Basic knowledge of ethernet networks.
• Customer orientated with positive working and pleasant attitude.
• Ability to work in cleanroom environment.
• Ability to manage priorities and expectations in a fast‑paced environment.
• Require lots of walking within the premise and carrying…