Sr. Help Desk Coordinator
Newark, CA

Job Description

Job Location: Newark, CA

SMART is a leading independent designer, manufacturer and supplier of electronic subsystems to OEMs engaged in the computer, industrial, networking, telecommunications, aerospace and defense markets. Taking innovations from the design stage through manufacturing and supply, SMART Modular Technologies has developed a comprehensive product line that includes DRAM and Flash memory technologies across various form factors. SMART's presence in the U.S., Europe, Asia, and Latin America enables it to provide its customers with proven expertise in international logistics, asset management, and supply-chain management worldwide.

Job Description

* Responsible for managing the planning, building, and running of the following services and technologies: Desktop Operations & Support; Desktop Operating System Lifecycle, PC Lifecycle Management, Patch & Anti-Virus Management, Mobile Device Management, Inventory/Asset Management etc.
* The candidate must possess excellent technical knowledge, team leadership and development, project management, operational focus, metrics driven capabilities, customer service and communication skills.
* To develop methods and procedures for the deployment of machines in a corporate Environment, ensuring that software distribution, patch management and upgrades can be managed centrally
* To undertake complex problem solving and to provide assistance to colleagues and internal customers ensuring that they are dealt with in a pleasant, professional and timely manner. A successful candidate will have proven experience in working in a highly complex, global environment with coordination across teams and regions to build activities such as pilots and production deployments, and run activities (day to day operations) adhering to ITIL principals
* The candidate must be able to work with IT and business staff, Executive level personnel, able to solve their technical issues in a very efficient way
* The candidate should have a "Can do" attitude and willingness to learn new technologies and processe

Essential Duties and Responsibilities

* Advanced desktop and Systems Support
* Hands-on and remote fixes- desktop level to include installing and upgrading software, installing hardware and configuring systems and applications, virus and malware remediation.
* Performing IT related tasks that include hardware diagnostics, troubleshooting hardware and printer functionality, configuring hardware for new users, maintaining computer equipment and supplies inventory
* Performing administration and maintenance of telecommunication (PBX / Cellphone / PDA ) as well as audio visual equipment.
* Performing functions related to personnel on-boarding and off-boarding
* Coordinating equipment repairs with vendors including, but not limited to, Dell, Lenovo and Microsoft products
* Coordinating 3rd party providers such as cabling and telecoms vendors.
* Leading process improvement efforts
* Prioritizing and scheduling IT requests
* Documenting new and existing process and procedures for internal and end user use
* Continuously informing the end user on the progress of the resolution, keeping ownership throughout the ticket resolution and always following up with the end user prior to closing the support ticket to ensure customer satisfaction
* Escalating unresolved issues to proper personnel after having conducted initial investigation and implemented initial solution steps

If you would like to apply for this position, please contact Human Resources at careers@smartm.com.