What are the responsibilities and job description for the IT Support Specialist position at Unigen?
Job Title: IT Help Desk Technician
Job Function: IT
Job Overview:
IT help desk technicians are often the first point of contact for internal customers. They need to be proficient in technical troubleshooting, customer service, and communication. They may also perform hands-on fixes, such as installing software and hardware, configuring systems, and implementing file backups. Reports to IT Manager at Unigen, HQ, Newark, CA.
Job Responsibilities:
1. Responding to inquiries.
- Provide support to customers through help desk, phone, email, online chat, or in person.
- Educate customers on IT processes and systems.
- Assist with system configurations changes for evolving business processes.
- Help manage user accounts.
2. Troubleshooting.
- Help customers with hardware and software issues.
- Walk customers through the process of solving problems or gathering information for steps to reproduce.
- Check in with customers to ensure they are satisfied with the service.
3. Manage help desk tickets.
- Review and respond to tickets to make sure sufficient information is gathered.
- Loop in other IT team member when extra support is needed.
- Follow up with customers on timeframes or estimations of when they can expect a resolution.
- Close out tickets and document resolution details, steps taken for further review.
4. Communicating feedback
- Share customer feedback with the appropriate internal team members.
- Identify and document common issues with software and suggestions for continuous improvement.
- Document steps taken or lessons learned for internal knowledge base references.
Other duties and tasks as assigned.
Qualifications:
- Education: Bachelor’s degree in information technology, computer science, network administration or other related field.
- Experience: Minimum of 5 year of experience in IT or related field.
- Experience with ticketing systems a must.
- Systems and application support experience with Microsoft Windows, Google Workspace, Microsoft Office.
- Ability to quickly pick up and adapt to new software and systems quickly is important.
- Strong analytical and troubleshooting skills.
- Excellent communications and customer service skills
- Ability to work collaboratively in a team environment
- Experience with Jira and Confluence is a plus.
- Familiarity with Electronics Manufacturing industry environment is advantageous
