Sr. IT Support Specialist

Company: Humane Society Silicon Valley
Location: Milpitas
Posted on: May 22, 2023

Job Description:

Love animals? Want to spend your day surrounded by wagging tails and soft purrs?
Humane Society Silicon Valley (HSSV), an independent, privately funded, 501(c)(3) non-profit organization, has been serving people and pets in Silicon Valley for over 90 years. Having facilitated more than half a million animal adoptions, HSSV is leading the charge for animal welfare through community programs, creative marketing techniques, and effective homeless animal prevention strategies.
Even though we are all about saving furry animals, HSSV is more like a technology company in terms of how we think about and leverage technology to increase our impact. We support over 130 people with state of the art computers, software applications, and internet connected medical equipment. IT staff have the opportunity to work on everything from desktops to servers, PC software to highly configurable Enterprise platforms, and building systems such as phone, keycard, audio/video, and security video, and alarms.
We are a passionate, high-performing team who believes that collaboration is key to our success. We do our best work by leveraging each other's strengths and making sure to create opportunities for the work to be fun and meet our individual goals.
We take our mission seriously: To save and enhance lives - both two-legged and four legged! We envision a better world for animals and the people who love them, and we're dedicated to making that vision a reality.
Overview
As an Sr. IT Support Specialist, you will be a part of a small but strong IT team, augmented by support from technology vendors. HSSV invests in leading technology solutions to increase our mission impact. -The IT Senior Support Specialist will assist with -day-to-day helpdesk tickets as well as setting up, troubleshooting, and configuring Windows/MAC-based systems, peripheral equipment, and software. -In addition, this individual will work closely with the IT Director and outside consultants to support network and server infrastructure. This self-motivated individual must be an effective communicator and team player who can provide exceptional technical support to end users, proactively solve problems and apply strong analytical skills.
Duties and Responsibilities

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• Monitor a central ticketing system to ensure a timely response, follow-up, and resolution of IT support issues within client-defined service level agreements.
  
• Troubleshoot issues for local and remote users related to but not limited to, general hardware and software, application questions, password recovery, VPN, WI-FI/ethernet connectivity, etc.
  
• Participate in the onboarding and offboarding process, including setting up Windows and Mac systems, creating user accounts, and assigning/terminating access to HSSV applications.
  
• Create user email accounts using the Office 365 admin portal and manage Office 365 licensing.
  
• Maintain computer inventory information via an IT database.
  
• Manage and provide support for the key-card system and user phone system. Partner with various vendors (mobile, telecommunications, data, etc.) and escalate issues to them directly when applicable.
  
• Document internal procedures and create and manage a knowledge base system.
  
• Enable cross-functional collaboration by maintaining video/conferencing equipment.
  
• Use Endpoint management system to monitor computers, including OS upgrades.
  
• Monitor antivirus and Microsoft Office Defender logs and take appropriate action/escalate.
  
• Perform system backups, monitor backups to ensure the integrity of the data, and regularly test recovery.
  
• Troubleshoot network and WI-FI infrastructure issues.
  
• Assist with server administration and firewall maintenance.
  
• Work with IT Director to explore and define the right software tools for the organization.
  
• Other job duties may be assigned as needed.
  
  Requirements
  
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  • Experience as a computer support specialist providing support to end users and understanding of basic networking topology.
    
  • Strong understanding of (and ability to troubleshoot) Microsoft Windows and MAC operating systems.
    
  • Strong aptitude in operating systems repairs, spyware, virus removal, hardware upgrades, and troubleshooting.
    
  • Experience with the service desk ticketing applications like Zendesk or other enterprise-class applications and endpoint management solutions.
    
  • Good understanding of and exposure to networking and server technology.
    
  • Knowledge of (and ability to troubleshoot) network infrastructure and system security, wired and wireless networks.
    
  • Server support experience with Windows Server 2012-2016-2019 OS (hardware, backups, patches, OS updates, reviewing system logs, etc.) as well as VMWare virtual machines (monitoring via V-Center, etc.).
    
  • LAN/WAN support experience (resolving Ethernet and Wi-Fi connectivity, domain controllers, DHCP, DNS).
    
  • Experience supporting both traditional and VOIP phone systems and understanding of LDAP protocol as well as creating user accounts, managing users via Active Directory.
    
  • Administration of office 365 (Creating user accounts, group membership, delegating user access).
    
  • Ability to work without supervision, exercise good time management skills, demonstrate attention to detail, and maintain confidentiality.
    
  • Good verbal and written communication skills and a strong ability to communicate problems with technical and non-technical groups.
    
  • High level of integrity and ethics, given access to internal systems and security.
    
  • Must meet physical requirements, specifically removing and installing computer components and ability to lift boxes to 25lbs.
    
    Work Days and Hours
    The opportunity is full-time, Monday - Friday. Hours are based on organizational needs. May include a weekend shift and some evenings, depending on project timelines and internal IT needs.
    Candidate Tip
    Add "apps.bamboohr.com" to your email contact list so you make sure to receive emails from HSSV regarding your application.

Keywords: Humane Society Silicon Valley, Milpitas , Sr. IT Support Specialist, Other , Milpitas, California