IT Support Specialist

This is a contract position with the potential to convert to a full-time role depending on business needs.

Join The Quantum Dot Company™!

We are the leader in developing and delivering state-of-the-art materials to the display industry. Our proprietary technology, a key component of the Ultra High Definition (UHD) TV revolution, is enabling a new generation of displays delivering vivid color, lifelike brightness and incredible power efficiency at a fraction of the cost of competing technologies. Industry leading consumer electronics brands (such as Samsung, TCL, Hisense, Amazon, ASUS, Vizio and others) have shipped award-winning devices from tablets to TVs based on our proprietary technology.

Job Summary:
Your role as the IT Support Specialist is to provide IT support for all our staff (80+) at our 60K sq. ft. state of the art facility here at Milpitas.  Reporting to the Director of IT, you will be responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services remotely via phone, chat or e-mail as well as in person.

Summary of essential job functions:

  • Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.

  • Maintain a high level of customer service by responding to customer requests in a timely fashion and work independently to complete assigned tasks as quickly as possible.

  • Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to vendor technical support where necessary.

  • Accurately record, update and document requests using the IT Helpdesk system.

  • Assist with administration of Office365 including email and SharePoint.

  • Maintain Windows Active Directory, Users, Groups and other records as needed.

  • Actively monitor IT maintained server and hardware as needed.

  • Be able to communicate effectively with technical and non-technical colleagues at all levels in the organization.

  • Work within the relevant legislation, policies and procedures.

  • Troubleshooting issues relating to AV equipment and conference rooms.

  • Install, configure, and test computer hardware, networking software and OS software both manually and via endpoint management tools.

  • Assist in planning, coordination, and implementation of company network security measures to protect data.

  • Manage inventory levels to ensure employees have proper IT related equipment to work efficiently.

Required Knowledge, Skills and Abilities:

  • Be a highly self-motivated team player with the skills and ability to manage changing priorities.

  • Understanding of Office365 including SharePoint and Exchange Online.

  • Solid understanding of networking and cabling, Ethernet, IP addressing and DNS.

  • Create, maintain, and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.

  • Experience with Microsoft Server 2012, Microsoft Office365, Active Directory administration, and virtualization technologies (VMware preferable).

  • Experience with endpoint maintenance, software installation, diagnostics, and repair.

  • Proficient with Windows 10, Windows 7, and Microsoft Office suite.

  • Network peripheral configuration, management, firmware upgrades, and diagnostics.

  • Demonstrable skills debugging issues on end points and servers.

  • Demonstrable understanding of cyber security.

  • Available to work flexible hours and provide emergency response.

  • Able to learn quickly and work productively.

  • Outstanding customer service skills and time management skills.

  • Effective communication skills, both written and verbal in English.

  • Education and Experience: BA or BS degree and at least two years’ experience in an IT environment