IT Support Specialist - Onsite in California

Seeking an skilled IT Support Specialist with at least 3+ years of hands on customer facing technical support experience. This role is ONSITE THREE (3) days a week.

Role: IT Support Specialist

Duration: Permanent

Location: Roseville, CA

ONSITE 3 DAYS A WEEK - Remote 2 days

Requirements and Qualifications:

• College degree preferred.
• 3+ years of customer-facing technical support experience preferably with a large or national customer-base.
• ServiceNow experience
• Able to participate in an on-call rotation which is typically one weekend day a month for 4 hours.

Primary Responsibilities and Duties:

• Provide technical support for Microsoft-based systems and Dell hardware platforms, including hardware and software troubleshooting.
• Diagnose, prioritize, and resolve support tickets with a focus on first-contact resolution and adherence to service level agreements (SLAs).
• Communicate effectively with customers to provide timely updates and ensure satisfaction.
• Document troubleshooting steps, resolutions, and updates using a ticketing system.
• Manage laptop deployment and support across a national user base, including imaging, remote setup for new hires, and hardware diagnostics/repairs.
• Maintain system documentation and knowledge base content.
• Assist with various IT functions and tasks as assigned.

Technical Knowledge

• Strong hardware and peripheral support experience including understanding of hardware configurations
• Strong Windows 10 Operating System support.
• Understanding of system imaging via SCCM.
• Experience supporting Microsoft M365 suite (OneDrive, Outlook365, PowerPoint, Word, Excel, and Teams).
• Understanding of VDI and VPN end-user support.
• Understanding of changing passwords on a networked domain system.
• Basic understanding of VoIP phone systems (Mitel a plus).
• Basic understanding of LAN/WAN systems.
• Basic understanding of MFA and SSO.
• Familiarity with troubleshooting iOS and Android mobile devices.

Vertex Solutions Inc is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, genetics, sexual orientation or any other basis prohibited by applicable law.