Sr IT Support Specialist (2875-737)
San Francisco, CA

Job Description

HOK is a global design, architecture, engineering and planning firm. With offices around the globe, we create a better world through the design of buildings and spaces that respond to the needs people and the environment. Our designers are rooted in technical excellence, driven by imagination and focused on delivering solutions that inspire clients and communities.

We are currently seeking a Sr IT Support Specialist to join our team. As a Sr IT Support Specialist, you will be responsible for providing technical assistance to computer system users.

RESPONSIBILITIES:

* Monitors the helpdesk system for timely closure of tickets.


* Escalation path for unresolved helpdesk tickets.
* Oversees the daily performance of computer systems and peripheral equipment.
* Observes, escalates and/or corrects system problems.
* Verifies employee equipment is set up correctly including hardware and software installation.
* Maintains and verify the accuracy of account and inventory records and take remedial action as needed.
* Reads technical manuals and confers with users to resolve problems.
* Refers major hardware or software problems or defective products to vendors or managers for service.
* Trains users in the proper use of hardware or software.
* Confers with general staff and management to establish requirements for new systems or modifications.
* Demonstrates continuous effort to improve operations, decrease turnaround times and provide quality customer service.
* Periodic after-hour and weekend help desk functions.
* Tier 2 support for IP phone system.
* Tier 2 support for cell phones, headsets, personal storage devices and other peripherals.
* Takes personal responsibility for fostering a green workplace through sustainable work practices.

Required Skills

* Advanced knowledge of basic PC components.
* Advanced knowledge of Microsoft based networking protocols.
* Experience with a basic scripting language.
* Experience with voice and data telecommunications systems.
* Experience with remote access technologies for support and office connectivity.
* Proficiency in Microsoft Office required.
* Ability to set up and operate a variety of computer equipment.
* Ability to work efficiently, in an organized manner and with attention to detail.
* Ability to communicate effectively regarding technical matters, both verbally and in writing.

Required Experience

* Bachelor's degree or equivalent in education and experience required.
* 5 plus years' experience.
* Experience with an electronic helpdesk system.
* Certification in Microsoft and/or Cisco technologies is desirable.

HOK is a drug-free workplace. HOK is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, genetic information, sexual orientation, status as a protected veteran or status as a qualified individual with a disability, or any other characteristic protected by applicable Federal, State or Local law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.