The Role
Provide onsite IT helpdesk support for end-users across Windows, macOS, and Linux. Troubleshoot hardware, software, and network issues via phone, email, chat, and remote access; manage user accounts and onboarding; maintain asset inventory and documentation; support AV and collaboration platforms; analyze ticket trends and escalate complex issues.
Summary Generated by Built In
Location: Santa Clara, CA (Full-Time Onsite)
📄 Contract: Long-Term Contract
💼 Experience: 6+ Years
As a core member of our IT team, you will:
Education, Skills, & Experience Desired:
📄 Contract: Long-Term Contract
💼 Experience: 6+ Years
As a core member of our IT team, you will:
- Provide Expert Technical Assistance: Serve as the primary point of contact for technical support, delivering prompt and effective assistance to end-users via phone, email, chat, and remote access.
- Troubleshoot and Resolve Issues: Diagnose and resolve technical issues related to computer systems, hardware, software, and network connectivity across Windows, macOS, and Linux operating systems.
- Enhance User Productivity: Manage user accounts, including password resets, access permissions, and new user onboarding, ensuring seamless access to essential applications and services.
- Drive Documentation & Knowledge Sharing: Develop and maintain comprehensive technical documentation, knowledge base articles, and runbooks to empower users and streamline future support processes.
- Analyze and Improve: Proactively analyze support tickets and trends to identify root causes, recommend solutions, and contribute to continuous service improvement initiatives.
- Maintain IT Infrastructure: Perform asset inventory management, track hardware/software life cycles, and support the procurement of IT equipment to ensure optimal resource allocation.
- Support Critical Operations: Facilitate seamless virtual and in-person meetings by providing technical setup and on-site support for audio/visual and collaboration platforms (e.g., Teams, Zoom).
- Ensure Compliance: Execute all support activities in strict accordance with established IT policies, procedures, and security protocols.
- Collaborate and Escalate: Effectively escalate complex issues to Tier 2 Helpdesk Support or specialized IT teams when necessary, ensuring timely resolution and communication.
- Continuous Growth: Actively engage in self-study and training programs to continuously improve technical skills and knowledge, staying abreast of emerging technologies.
- Be a Key Contributor: Actively contribute to an empowered culture where your insights and efforts are critical to the overall success of Ampere.
Education, Skills, & Experience Desired:
- Education: Associate’s degree in Information Technology, Computer Science, or a related field is preferred, but not required.
- Experience: 6 years of experience in IT helpdesk support.
- Operating System Mastery: Strong proficiency and troubleshooting expertise across diverse operating systems: Windows, macOS, and Linux environments.
- Problem-Solving Acumen: Exceptional analytical and diagnostic skills with a track record of identifying problems, running diagnostic programs, and implementing effective solutions.
- Customer-Centric Approach: Excellent interpersonal, verbal, and written communication skills, coupled with strong customer service orientation to provide a positive user experience.
- Adaptability: Demonstrated ability to thrive and adapt in a dynamic, fast-changing environment with competing priorities and deadlines.
- Autonomy & Teamwork: Self-motivated with the ability to work independently, manage workload effectively, and collaborate seamlessly within a team.
Skills Required
- 6+ years of experience in IT helpdesk support
- Proficiency troubleshooting Windows, macOS, and Linux operating systems
- Experience supporting Microsoft Teams and Zoom (audio/visual and collaboration platforms)
- Ability to provide technical support via phone, email, chat, and remote access
- User account management including password resets, access permissions, and onboarding
- Experience maintaining asset inventory and supporting IT procurement
- Associate's degree in IT, Computer Science, or related field
- Strong customer service, communication, and problem-solving skills
- Must be able to work full-time onsite in Santa Clara, CA
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The Company
What We Do
CrackaJack Digital Solutions is an IT company in business since 2016 with offices in Portland, Oregon and Pune, India. We primarily serve small to mid-sized businesses across the United States to unleash the power of digital transformation. We specialize in several areas of technology with a particular focus on managed IT services, remote infrastructure, recruiting & staffing technical talent, and website development & maintenance. We pride ourselves on providing practical and effective technology solutions ranging in scope and size. Our MISSION Inspire and transform businesses through digital innovations to accelerate long-term sustainable revenue growth. Our VISION The Pacific Northwest’s most successful and impactful digital IT transformation service provider. Our PURPOSE Listen & seek to understand Lead with data & insights Leverage expertise
