IT Support Associate

Legence • San Jose, CA

15d • Onsite

About The Position

Our IT Service Desk is the central point of contact for all IT-related incidents and service requests. The role of the IT Support Associate is to provide first-line support for all staff. The IT Support Associate is responsible for logging incidents and service requests and resolving support requests, ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. Service Desk staff work in a dynamic, fast-paced environment which provides services over the phone, through email, phone, in person (for walk-in customers) and self-service. This position will be based out of San Jose supporting Therma offices.

Requirements

• High school diploma or equivalent experience.
• 1 + years of experience within the information technology field, including but not limited to PC and mobile device support.
• Basic knowledge of the following technologies: Dell Desktops and Laptops Microsoft Active Directory and Azure, O365, Teams, Office, Exchange Online, SharePoint Apple and Android Tablets and Phones
• Problem-solving skills and the ability to troubleshoot basic IT issues.
• Ability to work independently and as part of a team.
• Willingness to learn and adapt to new technologies and processes.
• Customer-focused attitude with a commitment to providing high-quality service.

Nice To Haves

• Experience with ServiceNow a plus.

Responsibilities

• Provide basic IT support and assistance to staff in a prompt, courteous, and empathetic manner.
• Log incidents and service requests accurately using the IT service desk system (ServiceNow).
• Assist users with the operation of hardware such as printers, scanners, and other peripherals.
• Perform basic troubleshooting and maintenance of desktop computers, laptops, and mobile devices.
• Diagnose and resolve simple software and hardware incidents, including operating systems and common software applications.
• Escalate more complex issues to higher-level support teams as necessary.
• Install and configure new IT equipment under supervision.
• Create temporary user accounts and reset passwords while ensuring data security.
• Maintain a high level of customer service, ensuring all customers are treated efficiently and appropriately.
• Communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Participate in internal training to stay updated with the latest technology and internal system processes.
• Other duties as assigned.

Benefits

• 401(k) Plan with Company Match: Currently match contributions dollar-for-dollar up to 4% of eligible pay; immediate vesting.
• Health & Welfare Benefits: Employer provided medical, dental, vision, prescription drug, Employee Assistance Program and accident & illness coverage.
• Life and Disability Insurance: Employer provided basic life insurance and AD&D valued at 50K coverage amount with the option for voluntary buy up for additional coverage.
• Time Off: Flexible non-accrual vacation (separate from CA sick leave); company holidays per policy.
• Expenses: Business travel and related expenses reimbursed per company policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees