Description
Senior Desktop Systems Specialist
Company: Hitachi America, Ltd.
Division: ITSS
Location: Santa Clara, CA
Status: Regular Full time
Summary:
Hitachi America, Ltd. (www.hitachi-america.us) is looking for a Senior Desktop Systems Specialist to work in our IT Group. As part of the Customer Care team within Hitachi America’s (www.hitachi-america.us) ITSS Division, this role will be responsible for performing day-to-day operations of a Client Support team for ITSS customers. Client support includes a wide range of services including desktop support, network support, service desk, hardware and software maintenance. The individual in this role will act as part of a geographically distributed technical team of IT support personnel comprised of employees and contractors. The Senior Desktop Specialist will provide dedicated executive support, assist team members with issues, and implement initiatives to provide high quality support to the customers. As part of this role, the senior specialist will be responsible for handling issues escalated from other desktop system specialist or other level 2 & 3 teams (network, windows, SAP, etc.). The individual will occasionally be responsible for leading IT projects for customer support team. The role will also include working with vendors, partners, and customer groups to identify and remediate defects in products/services. This role requires strong technical skills, self-sufficiency, and operational management skills as well as a focus on resolving customer problems while providing exceptional customer experiences to end-users.
Key Responsibilities:
- Provide operational support for Business Units and customers including but not limited to: walk-ups, remote and in person: diagnosis, break/fix support, request fulfillment, how-to dialog, and project support
- Troubleshoot and resolve endpoint issues, install and support the systems, support collaboration applications and assist with day-to-day operations.
- Deliver “White-Glove” IT support for VIP, executives, and their support teams.
- Helpdesk vendor management by monitoring queue and ensure vendor maintains SLA and high level of customer satisfaction.
- Analyze helpdesk tickets, find common issues, and deploy system-based solution to eliminate the issues. Escalation of issues to relevant teams where appropriate.
- Responsible for customer queries/issues related to Mac, Windows, and mobile device platform and apps support [Intune, JAMF, O365, Outlook, OKTA, Zscaler, Zoom, Druva, Adobe, Active Directory]
- Serve as a point of contact as subject matter experts on technology, processes or procedures in Client Services
- Role involves scheduled on-call after-hours support, as well as periodic off-site support, including meetings, and conferences
- Audio & Video Support for Executive meetings, including presentation setup, demos, and video conferencing
- Researches and analyzes IT requests from various departments and locations, research and test various potential solutions and makes recommendations.
- Coordinates and provides hands-on support in conjunction with other IT support teams from infrastructure and applications.
- Provide project oversight on business unit initiatives
- Provides onsite setup and support at special events as required.
- Resolve incidents and requests within SLA
- Work as a mentor and point of contact to other team members
- Must be willing to work overtime as necessary
- Accountable for all technical decisions made in an effort to bring a solution to a trouble ticket or outage.
- Helps establish and ensure that others follow the policies and procedures for communication and escalation of incidents and issues
Qualifications:
- BA/BS in Computer Science or equivalent experience required
- Minimum of 8 years of experience as a Desktop Systems Specialist in an enterprise environment
- Strong knowledge of current Windows and Mac OSX operating systems
- Ability to manage executive relationships without supervision
- Hands-on experience working with Service Now or similar ticketing system
- Experience with Active Directory
- Experience with Okta SSO and Zscaler Zero Trust network or similar security structure
- Experience with remote support tools ideally TeamViewer
- Familiar with Intune and Jamf for end-point device management
- Must be self-directed and able to work on multiple projects simultaneously
- Excellent interpersonal and strong customer focus skills required
- Ability to work well with people from many different disciplines and regions with varying degrees of technical knowledge and experience
- Excellent oral and written communication skills essential
- Availability to travel in USA
- Ability to lead projects
EOE-Females/Minorities/Protected Veterans/Individuals with Disabilities
For California only (as required by California’s Pay Transparency for Pay Equity Act (SB 1162): The expected salary for this position in our California office is $95,000 – 105,000. Pay is determined based on a variety of factors including, but not limited to, depth of experience in the practice area. Employees are eligible to participate in Hitachi America’s variable pay program, subject to the program’s conditions and restrictions.
Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities
If you need a reasonable accommodation to apply for a job at Hitachi, please send the nature of request and contact information to [email protected]. Queries other than accommodation requests will not be responded to.