Site Support Specialist

This role will serve as a primary point of contact for desktop, laptop, network, software, mobile device, printer, and collaboration technology support while maintaining documentation and knowledge-base content. Troubleshoot network connectivity from the switch to the user port, patch network drops, monitor network availability, and create custom-length patch cables.

Overview

Client is seeking a Site Support Specialist II to provide onsite Tier 1 end-user support across a mixed network environment. This role will serve as a primary point of contact for desktop, laptop, network, software, mobile device, printer, and collaboration technology support while maintaining documentation and knowledge-base content.

Core Responsibilities

• Provide legacy Active Directory support, including adding systems to the network and unlocking or resetting user accounts and passwords.
• Install, move, patch, and troubleshoot desktop and laptop hardware, including BIOS updates and end-user hardware support.
• Troubleshoot network connectivity from the switch to the user port, patch network drops, monitor network availability, and create custom-length patch cables.
• Use network diagnostic tools such as Netscout network analyzers to troubleshoot connectivity issues.
• Support ZOOM VOIP administration, including phone connectivity troubleshooting, extension programming, and deployment of new services.
• Install and deploy licensed software while following software asset-management policies.
• Provision and deploy user workstations through documented processes and automated provisioning technologies.
• Image new and existing systems using tools such as Acronis and apply current operating-system patches.
• Inventory new equipment and properly collect and dispose of obsolete hardware according to IT Asset Management policies and procedures.
• Ensure end-user workstations remain current with required security patches.
• Support virus and spam protection technologies.
• Maintain printers, coordinate vendor repairs, and work with system administrators to configure new printers and print queues.
• Support corporate mobile-device management and troubleshoot mobile devices.
• Participate in daily support huddles focused on aging and unallocated tickets, user-impacting issues, delays, escalations, and resolution times.
• Follow IT Asset Management processes supporting DFARS and CMMC certification requirements and controls.
• Maintain and improve 6S practices within the work area.
• Participate in Lean and Six Sigma activities supporting cross-functional problem solving.
• Maintain and update applicable knowledge-base articles and technical documentation.

Essential Qualifications, Skills, and Technologies

• Bachelor's degree in Information Technology or 4 years of experience.
• A+ Certification and knowledge of PC architecture.
• 2 years of network technical troubleshooting experience in a corporate wide area network (WAN) environment, from the switch to the user port.
• 4 years of experience deploying end-user laptops and desktops through automated provisioning solutions such as Ivanti EPM and MS USMT.
• Experience supporting Active Directory and end-user account administration.
• Hands-on desktop and laptop hardware installation, deployment, and troubleshooting experience.
• Experience with workstation provisioning, imaging, operating-system patching, and inventory processes.
• ZOOM VOIP administration experience and/or ability to learn ZOOM VOIP administration.
• Experience troubleshooting network connectivity and end-user devices.
• Corporate mobile-device management and mobile-device troubleshooting experience.
• Strong virus and spam protection proficiency.

Preferred Skills or Experience

• Advanced knowledge supporting Microsoft Teams.
• Advanced knowledge supporting ZOOM Meetings and ZOOM Administration.
• Advanced knowledge of Microsoft Office Suite.
• Strong analytical and practical problem-solving skills.
• Strong time-management and organizational skills with the ability to adapt to changing priorities and assignments.

Work Details

• Onsite in San Jose, California.
• Travel of 10% or less may be required.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.