It Helpdesk Admin (Ai2255)

Job Title: IT Helpdesk Admin

Job Location: San Jose

Job ID: AI2255

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We are seeking a motivated IT Desktop Administrator to join our growing team in the San Jose area. The successful individual will start out handling day-to-day Mac end-user hardware/software support and new hire system configuration. The use of system management tools and remote support tools will provide means to improve levels of support while expanding opportunities for growth into streamlined operations and enhanced service levels. Once up to speed and Mac administration is stable and running smoothly, the Dev-Ops team will provide a growth path into a broader role supporting the software development teams build/test processes, and the infrastructure team will provide a growth path into advanced network and systems management.

Specific Responsibilities include, but are not limited to:

• Write instruction guides for common tasks to create user self-help guides
• Use remote support tools for remote user support and application installation/assistance
• Handle day-to-day IT help requests and system troubleshooting for end users
• Be self-driven to improve existing processes and suggest/implement new processes
• Prepare laptop hardware for new-hires and ongoing tech refresh cycles
• Interact with hardware vendors for system troubleshooting and repair/replacement
• Troubleshoot Mac user/system issues, failure recovery, virus cleaning, updates, etc
• Ship/receive spares and replacements for systems in the field
• Maintain a stock of spare parts and laptops ready for quick deployment

Required Qualifications:

• Experience with remote management tools such as JAMF
• Ability to respond to urgent phone/text messages 24x7
• Inclination towards mechanics/hardware - fearlessness of taking things apart; diagnosing and solving problems
• Experience with security and firewall settings and best practices
• Experience with the Atlassian suite of tools including Confluence and Jira
• Strong hardware and software troubleshooting skills
• Experience with Google Workspace tools and applications
• Knowledge of current system recovery tools
• Personal accountability, initiative, and follow through to take problems from start to finish
• Strong customer-focus attitude, good support interaction skills
• Experience with remote support tools such as Teamviewer, Connectwise, LogMeIn, etc.
• 5+ years experience with front-line Mac desktop support

Desirable Skills:

• Basic knowledge of Google Workspace administration - users, groups, shared drives
• Exposure to AWS, including EC2, S3, Route53, and other basic AWS features
• Willingness to invest personal time to learn skills needed to grow into a part-time Dev-Ops role
• Basic Linux administration - OS Installation, dual-boot setup, basic system configuration
• Willingness to learn tools such as Jenkins, Docker, Kubernetes, Artifactory
• Basic networking knowledge - Firewall rules, basic routing, Internet path troubleshooting, VPN

Dependable person required. This position will be required to report into our offices on a daily basis during normal business hours and is expected to be available to support evening and weekend work as needed to support a global workforce.

The hourly salary for this position ranges from $46 to $60. The actual hourly salary paid for this position will be based on several factors, including but not limited to, skills, prior experiences, qualifications, expertise, work location, total target compensation, training, company needs, and current market demands. The hourly salary range for this position is subject to change and may be adjusted in the future.

EEO Employer: SiMa is an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or any other protected classification.