IT Support Specialist I

IT Support Specialist I

The IT Support Specialist I is a critical component of our fast-growing organization and technology department. As a member of the team, responsibilities will include answering in-person, chats, calls, and emails detailing issues reported by employees regarding software and/or hardware-related requests.

What will you do in your day-to-day

· Monday to Friday 8:30am – 5:00pm on-site at our office in Irvine, CA

· Be the company’s first point of contact for any issues that arise and work toward solving the problem in a timely fashion.

· Identify, triage, and resolve on-site and remote technical problems

· Accurately, document, track, and monitor problems using SyncroMSP and applicable tools

· Maintain IT support documentation, FAQs, and knowledgebase articles

· Provide support to a high volume of tickets to variety of businesses, stakeholders, and end user support for computers, applications, system, device, access, and hardware requests

· Identify persistent problems and recurring failures and escalate to the appropriate person or team

· Windows and Apple end user devices. Configuring systems to ensure the latest software updates, device management and EKN security stack is deployed on each machine

· Inventory and maintain inventory of all hardware assets

· Support and license administration of the end user software including but not limited to Microsoft 365, Intune, Citrix, Adobe, AutoDesk, Atlassian and more

· Assist users with new technology training (new computers, MFA, security awareness, self-service, new IT/IS policy announcement/training)

· Maintain and support workspace spaces such as office moves, expansion, and building technologies impacting the enterprise or tenants

· Support conferencing/collaboration technology using Microsoft Teams, Zoom platforms

· Facilitate and maintain cross-functional communication with various teams (i.e Executives, Project Managers, Sales, Engineering, Human Resources etc)

What do you need to succeed?

· A minimum of 1+ years of experience in a service desk technical role

· Experience in IS/IT/MSP supporting multiple environments, technical knowledge of workstation hardware and software, printer, network, mobile devices and peripheral equipment such as docking stations, badge access printers, surveillance systems, etc

· Excellent customer service and communication skills

· Willingness to work flexible shifts, and scheduling nights to work on critical priority tasks and/or outages

· Available to participate in a 24x7 on call rotation including weekends and holidays

· Ability to deep research, establish priorities and utilize time effectively

· Work towards meeting your performance metrics such as time to resolution, customer satisfaction, or other measures pertaining to technician operational efficiencies

· Technical background with Windows Administration, Ethernet / Fiber, wireless technology, TCP/IP and related networking

· Support O365, M365, Azure, AWS and hosted cloud platforms

A few skills that are preferred:

· Technical certifications such as ITIL Foundation, CompTIA A+, MCTS

Public Warning: Recruitment Phishing Scam Impersonating EKN Engineering

EKN Engineering has become aware of a phishing scheme targeting individuals with fraudulent interview requests and job offers. EKN’s secure IT systems and private applicant information have not been compromised; scammers are impersonating EKN employees, using the company name and branding to mislead and engage potential job seekers in fake recruitment processes. Scammers might reference real job openings or describe fake opportunities that generally match individuals’ professional backgrounds, with the goal of establishing communication and eventually obtaining private financial information to defraud people. The Federal Bureau of Investigation and Federal Trade Commission warn that employment scams such as this are a growing cyber threat. EKN urges anyone who is contacted about employment opportunities to exercise caution and know that:

• All communication from EKN Engineering will be from an EKN employee using the @eknengineering.com email domain. We do not use third-party recruiters.

• EKN Engineering recruiters will only schedule interviews for candidates who have applied for a position through our secure portal.

• No corporate or IT systems at EKN are affected by this scam. The scammers are using EKN’s logo and employee names to impersonate the company. • You can directly contact us at TalentAcquisition@eknengineering.com with any questions or concerns.

EKN is committed to ensuring the safety and security of our community. We caution individuals to be vigilant in protecting personal data and vetting communication with new contacts from any company. Do not respond or provide any personal information if contacted by someone claiming to represent a company to which you did not submit a job application or profile. This scam can be perpetrated against any business and individuals who recognize and trust its name.

For information on EKN recruitment practices and policies, please visit our career page or email TalentAcquisition@eknengineering.com. To report a scam, visit: https://reportfraud.ftc.gov//.