SUMMARY
We are seeking a highly skilled and proactive ICT Helpdesk Support Teammate. The successful candidate will be responsible for hands on service desk operations, providing various SaaS application support, and managing Audio/Visual support for Teams and Zoom meetings. This role requires strong professional etiquette and the ability to interact effectively with third-party Managed Service Providers (MSPs), global teammates and executive leadership.
HOW YOU WILL MAKE A DIFFERENCE
Assist in guidance for global service desk team including dedicated MSP to ensure timely and effective resolution of IT issues.
Provide on-site support, including maintenance, troubleshooting, and upgrades of operating systems and hardware.
Manage and support Live Audio/Visual setups for Teams and Zoom meetings, ensuring seamless high-performance operation.
Maintain a high level of professional etiquette in all interactions with internal and external stakeholders.
Proactively engage with third-party MSP service desk to guide, coordinate and resolve issues.
Develop and implement service desk policies and procedures to improve efficiency and customer satisfaction.
Monitor and report on service desk performance metrics, identifying areas for improvement.
Provide training and guidance to service desk staff to enhance their technical skills and customer service capabilities. Zoom Phone VOIP support
WHAT YOU NEED TO WIN
Proven experience in a service desk or IT support role.
Strong knowledge of operating systems, including Windows and Mac environments.
Proficiency in managing Live Teams and Zoom meeting Audio/Visual setups.
Excellent communication and interpersonal skills, with a focus on professional etiquette.
Ability to work proactively and collaboratively with third-party MSPs and other teammates around the globe.
Strong problem-solving skills and the ability to handle multiple tasks simultaneously.
Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft Certified: Entra Administrator) are a plus.
Preferred Skills:
Experience with IT service management tools and software.
Familiarity with network infrastructure and security best practices.
Ability to develop and deliver training programs for service desk staff.
Experience with various SaaS services such as Jira, Confluence, Miro, Entra ID, Crowdstrike Falcon, WS1/Intune, Office 365, etc. as well as some OnPrem based systems such as Oracle, ADManager, Lansweeper.
Knowledge of SASE/ZTNA technologies
We want to increase representation of all races, genders, and body types in the cycling industry and are committed to building a diverse and inclusive workforce where all people thrive. We encourage everyone – especially those from marginalized groups – to apply to our job postings and help us earn the position as the rider’s brand of choice. We are always looking for creative, innovative, and passionate people who are eager to contribute to our mission of pedaling the planet forward.
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What We Do
Founded on the principle of performance and fueled by innovation, our focus on the rider and their needs is our constant. From seasoned pros and weekend warriors, to kids and commuters—if you ride, we’re for you. The passion we have for sharing our love of bikes with the world can be seen in those who choose to work here. Headquartered in Morgan Hill, CA, the passionate and creative teammates at Specialized have designed and manufactured the world's most innovative bikes and gear since 1974.
Are you ready to join our team and help pedal the planet forward?
