IT Help Desk Specialist

The Information Technology Help Desk focus specializes in providing technical services to internal customers by identifying, prioritizing, and confirming the resolution of reported problems with desktop, laptop, and networked systems. Ensures that installations, software, hardware, operating systems, configuration issues are properly addressed, monitored for and resolved.

Based in the Bay Area and able to come into San Mateo office on a hybrid schedule.

Responsibilities

• Handle day-to-day IT tasks

• Including hardware and software troubleshooting and support

• Service request Management

• Responding, tracking, resolving, updating, and reporting of escalated/assigned tickets as per the IT Service Level Agreements (SLA)

• Ability to write clear documentation and develop reproducible steps for issue resolution

• Ensure that resolutions are consistent with company standards and policies

• Experience in project management with excellent writing and documentation skills

• Continuously improve IT automation to enhance efficiency and effectiveness

• Multitasking skills to assist multiple employees at once

• Observational skills to recognize warning signs that indicate potential problems

• Warranty and Out-of-warranty laptop repair and replacement for hardware refresh

• Responsible for asset tagging and entering all incoming equipment into our asset management system

• Ensure that hardware is properly assigned and updated in our asset management system

• Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware

• Laptop shipping coordination

• On-site facilities assignments

• Flexibility to handle on-call related helpdesk or IT support related tasks as needed

Qualifications

• A minimum of 3 years of IT helpdesk support experience and/or an associate degree in computer science or related field are required
• IT certification is a plus

• CompTIA A+, Network+, CCNA, etc

• Strong understanding of IT systems administration, including core SaaS business applications like Okta, Google Workspace, Atlassian's ITSM, etc

• Advanced troubleshooting skills on Mac & Windows OS

• Experience working with Microsoft Entra and Intune a plus

• An understanding of modern IT practices and a forward-thinking approach

• Strong oral communication skills to gather information from employees and explain complex technical concepts in simple language

• Customer service skills to interact professionally and positively with employees and coworkers; A drive to help end-users get what they need to do their jobs the best they can

• Tech Savvy

• Ability and passion for learning new technology and tools

• Self-Starter

• The ability to actively look for effective tasks such as Knowledgebase updates to complete in times of low tickets

• Ability to shift between tasks as needed in a fast-moving environment

• Excellent organizational skills and ability to prioritize tasks among other competing requests

• Analytical and problem-solving skills to troubleshoot and diagnose issues

• Time management skills to provide updates and fixes within a promised time frame

• A mindset focused on security and compliance in everything we do

• Ability to work in a highly collaborative work environment

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $75,000/year to $95,000/year. Pay is based on a number of factors including market location and job-related knowledge, skills, and experience.

Conversica offers comprehensive health, dental, and vision benefits, flex time PTO, paid holidays, 401k plus company match, and equity. Further details can be provided upon request.