# Desktop Support Specialist

**Company:** [Infracore](null/companies/1jXDdKvvboWeHEgPnqCAFx.md)
**Location:** San Diego, United States
**Workplace:** on site
**Employment type:** Full-time

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## Description

**WHO WE ARE:**

Founded in 2003, Infracore takes a high-touch approach to providing end-to-end IT infrastructure support, systems management, network design and security, desktop support, and strategic decision guidance for mid-size, technology-centric companies.

We believe in fostering an employee-centered culture through collaboration and providing opportunities, training, and resources for employees to become their most successful self. We stand for each other’s success with a foundation based on integrity, commitment, and trust.

**ROLE OVERVIEW:**

Infracore is growing and we are continually looking for a **Desktop Support Specialist** to join our team of passionate IT professionals. In this role, you will transform the customer experience through personalized service. As Infracore’s “First Responder”, you will apply a collaborative mindset to your day-to-day activities, resolving end-user IT challenges, troubleshooting all types of back-end business technology, and diagnosing and resolving customer pain points.

**Keeping reading if:**

**YOU ENJOY PROBLEM SOLVING** and go out of your way to make sure customers are heard. You genuinely care about people and outcomes**,** turning frustrations into opportunities through listening to understand and diagnosis problems and review challenges with a critical eye from root cause analysis to resolution.

**YOU VALUE ACCURACY AND QUALITY** always striving to get things done with a high level of attention to detail and know that the smallest oversight can result in disruptions down the road.

**YOU ARE AN EXTRAORDINARY COMMUNICATOR** who thoroughly enjoys interfacing with different personality types and can build trust and credibility to ensure a full and seamless understanding of any customer issues or escalations and their current status.

**YOU ARE A MULTITASKER AND ADAPTABLE** and can effectively manage multiple tasks at once, reacting to last-minute needs and prioritizing urgent matters. You thrive on turning challenges and obstacles by breaking down issues and problem solving with a commitment to quality work.

**ESSENTIAL DUTIES MAY INCLUDE:**

-   Understanding Infracore’s mission, values, and guiding principles.
-   Building a foundation of strong relationships with Infracore teammates.
-   Working with Infracore’s service desk ticketing standards and processes.
-   Understanding of the client compliance landscape, what data is protected and how it is controlled.
-   Handling customer service requests such as user account creation and termination in active directory and routine permission changes for less sensitive systems.
-   Handling basic desktop application troubleshooting such as MS365, printer and scanner support and basic network troubleshooting.
-   Managing desktop support tickets and accurately handling incoming requests by triaging appropriately, ensuring work and timelines are clear.
-   Engaging in daily, weekly, and monthly IT team meetings with teammates to maintain accountability and speaks up to communicate gaps.
-   Handling compliance-sensitive requests following documented procedures.
-   Handling 80%+ of customer issues via e-mails, phones, and walk-up service requests without requiring technical escalation.
-   Handling more complex requests including troubleshooting network issues, mobile device issues, and PC and Mac performance issues.
-   Assisting the team with routine audits and equipment inventory and orders.
-   Mentoring and training fellow teammates as needed.
-   Proactively identifies ways to improve department efficiency through creative ideas and solutions and brings them to manager.
-   Delivering real-time support to high-visibility events such as all-hands video conferences and board meetings.
-   Takes on first-round troubleshooting for more complex customer issues including network troubleshooting and system performance issues.

## Requirements

**REQUIRED EDUCATION, SKILLS & EXPERIENCE:**

-   High school diploma or general education degree (GED); or equivalent combination of education, certifications and experience
-   1+ years of relevant work experience in an Enterprise IT department troubleshooting a wide variety of end-user issues including file corruption, application software, BSODs and failed updates
-   Working knowledge of Active Directory (Moves/Adds/Changes/Deletes)
-   Working knowledge of at least one component of the Microsoft 365 ecosystem including Exchange Online, Teams, SharePoint and OneDrive
-   Understands (ability to explain and provide examples) cybersecurity measures, such as multi-factor authentication, SSL certificates, disk/device encryption & public key infrastructure (PKI)
-   Understands (ability to explain, recognize and provide examples) common security risks including phishing, password re-use and social engineering
-   Working knowledge and understanding of DNS, TCP/IP networking, Ethernet and Wi-Fi
-   Experience working in an enterprise IT ticketing system
-   Working knowledge of PC hardware components

**PREFERRED EDUCATION, SKILLS & EXPERIENCE:**

-   Bachelor’s degree in Computer Science
-   Working knowledge of Mac hardware components
-   Working knowledge of Azure Active Directory and Azure MFA
-   Working knowledge with Windows Server and PowerShell
-   Knowledge of common legal compliance initiatives such as SOX, HIPAA, CCPA and ISO a plus

## Benefits

-   Medical, Dental & Vision

-   401(k) Matching
-   Life & Long-Term Disability Insurance
-   Vacation/Sick/Holiday Pay
-   Professional Development 
-   Leadership Coaching
-   Certification Reimbursement
-   DoorDash Annual DashPass
-   Columbia Activewear Employee Discount
-   Monthly Social Events