IT Desktop Support Technician

About Intermedia

Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREAT PEOPLE and create SUCCESS TOGETHER? Then Intermedia is the place for you.

Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20 years!

Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back!

Are you ready to make your mark?

About The Role

Intermedia is looking for a Desktop Support Technician to join our IT team in our Sunnyvale, CA headquarters office. Our IT team provides support to all Intermedia employees. We handle a wide range of issues across multiple office locations and remote workers, including hardware, software, systems management and maintenance.

This position is a 6 month Contract opening with possibility for conversion based on performance. Must be able to travel into office 5 days a week and be located in the Greater Bay Area, California location.

IT Team is divided in tiers:

Tier 1 is Outsourced:

• Tier 1 is the 1st Line Support that is driven by phone calls, online chats and tickets from our users. Tier 1 agents provide initial consulting, troubleshooting, routing of calls to the specialists, knowledge base updates/upkeep and internal communications with the clients.

Internal Intermedia:

• Tier 2 is the Desktop Support Team that provides workstations & other hardware to corporate users, maintains OS and software images, assists with the upkeep and maintenance of deployed workstations, troubleshoots hardware issues and engages vendor support assistance as needed, manages user accounts, access levels, software licenses, etc.
• Tier 3 is IT Systems Administrators, IT Security, DevOps, Product Managers, Developers, IT Management and 3rd party vendors (HW/SW) who are deeply involved into the core of IT architecture, back end, corporate systems core administration, security patching, etc.

Specific Responsibilities

The IT Team’s customers are all the Intermedia employees. You will interact with users from other departments and within all management levels. You will also engage support from our vendors when resolving issues with hardware or software applications. The daily work load for the IT Team is driven by phone calls, tickets & online chats from our users.

What you will be doing:

• Imaging and deployment of new workstations to corporate users, including laptops and desktops
• Maintaining OS and software images for different levels of corporate workstations
• Assist with the upkeep and maintenance of deployed workstations, including OS upgrades, software installs, and troubleshooting of software issues
• Troubleshooting hardware issues and engaging vendor support assistance as needed
• Deployment and management of corporate VOIP phones (both physical phones and SIP client setup and configuration)
• Assist with the management and maintenance of other office assets (printers, copiers, fax machines, AV systems, passcard/badge system)
• User account management (create new accounts in Active Directory & Internal Corporate Account Management System, setup mailboxes, reset passwords, assist with accounts that have been locked out, blocking, disabling, deleting accounts of termed employees upon request)
• Access provisioning/deprovisioning to Business Systems administered by Corporate IT (including software license control)
• Provide feedback to the IT Management team with ways to streamline support for end users and enhance automation of deployment of equipment

What you will bring to the role:

• Microsoft MCSA: Windows 10 preferred
• Strong knowledge of Microsoft client Operating Systems (Windows 10, Windows 8, Windows 7)
• Strong knowledge of at least one imaging/automation tool (such as Hyper-V, Acronis, Altiris)
• Strong knowledge of the Microsoft Office Suites (all versions)
• Strong knowledge of Mac OSX
• Strong written and verbal communication skills
• Ability to document processes and procedures
• Ability to identify automation opportunities
• Ability to explain technical concepts to a non-technical audience
• Exercises creativity and resourcefulness in solving technical problems in a way that maximizes client value

Bonus Skills:

• Good knowledge of ITIL v.3 (v.4) main processes, functions, frameworks (Incidents, Service Requests, Problems, Changes, KEDB, CMDB, KB, etc.)
• ITIL Foundation certification would be an advantage
• Practical knowledge of work with Jira Service Desk (or simila ITSM ticketing system)
• Knowledge of VDI
• Knowledge of SIP and VOIP phone systems
• Working knowledge of Microsoft Active Directory and Microsoft Exchange and user management

Diversity, Inclusion, and Equal Opportunity

We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.