IT Helpdesk Support Specialist - Confidential Company

About Us:

Saras Micro Devices is a fully funded start-up company developing innovative power delivery solutions enabling further advancements and market adoption of high-performance computing, AI, virtual reality, 5G, and more.

Saras is developing this pioneering technology in partnership with industry-leading Fortune 500 companies and other innovative computing solution providers to support best-in-class, energy-efficient products. Our vision is to change the performance-to-power paradigm for next-generation computing solutions through heterogeneously integrated Saras Micro Devices products.

Are you a talented Helpdesk Professional looking for a new challenge and an opportunity to advance your skills and career in a great working environment? We have the perfect job for you!

We are seeking a highly motivated and skilled Helpdesk Support Specialist to join our IT team. In this role, you will be responsible for providing technical assistance and support to our employees, ensuring that their technical issues are resolved in a timely and efficient manner. The ideal candidate will have excellent problem-solving skills, strong communication skills, and the ability to work well in a team environment.

We are looking for someone with a passion for learning and growth. If you are passionate about technology, helping others, and advancing your career, we encourage you to apply for this exciting opportunity.

Our Values are:

• Sense of Mission
• Teamwork
• Accountability
• Recognition
• Diversity & Inclusion
• Respect

Please review the opportunity below, and we look forward to getting to know you!!

Essential Duties:

• Respond promptly and empathetically to user inquiries and requests for computer systems or PC hardware assistance, ensuring a welcoming and inclusive environment for all users.
• Identify, research, and resolve technical problems with a commitment to equity and fairness.
• Document, track, and monitor problems in a ticketing system, prioritizing diversity and inclusion in the resolution process to ensure equitable treatment for all users.
• Install, configure, and troubleshoot hardware and software, considering accessibility and inclusivity in all solutions.
• Provide comprehensive end-user training on the use of hardware and software, with an emphasis on accommodating diverse learning styles and needs.
• Maintain accurate inventory records of hardware and software, promoting inclusivity in procurement and allocation processes.

Required & Preferred Key Competencies

• Preferred bachelor’s degree in computer science, Information Technology, or equivalent job experience, with a commitment to fostering diversity and inclusion in the workplace.
• 2-5 years of experience in a helpdesk or technical support role, with a demonstrated ability to work effectively with diverse user populations.
• Strong knowledge of Windows operating systems, Microsoft Office, and other common desktop applications, with a commitment to accessibility and inclusivity in technology usage.
• Proficiency in using and administering Microsoft 365 services such as Exchange Online, SharePoint Online, OneDrive, and Teams, ensuring inclusivity in collaboration and communication platforms.
• Experience with device management using Microsoft Intune and Windows Autopilot, with a commitment to inclusive technology deployment practices.
• Ability to automate business processes using Power Automate and Power Apps, promoting efficiency and accessibility for all users.
• Excellent problem-solving and troubleshooting skills, with a commitment to fairness and equity in issue resolution.
• Strong communication and interpersonal skills, with an emphasis on cultural competency and empathy in user interactions.
• Ability to work independently and as part of a diverse and inclusive team, valuing the contributions of all team members.

Equipment and Software

• Proficient in MS Office Suite applications, ensuring accessibility features are utilized to promote inclusivity.
• ERP – EPiCOR Experience a plus, with a commitment to providing equitable access to training and resources.
• MES Systems, with an awareness of diverse user needs and preferences in manufacturing environments.
• Microsoft 365, Exchange Online, SharePoint Online, OneDrive, and Teams proficiency, prioritizing inclusivity in collaboration and communication tools.
• Proficiency in using and troubleshooting common software applications such as spreadsheets, presentations, web browsers, and email clients, with a focus on accessibility and usability for all users.
• Understanding of networking concepts and the ability to troubleshoot network connectivity issues, ensuring equitable access to network resources.
• Familiarity with mobile devices and their operating systems, such as iOS and Android, with an emphasis on accessibility features and usability.
• Knowledge of security software and best practices for protecting against malware and other threats, prioritizing inclusivity and privacy in security measures.

Physical Requirements:

• The ability to sit or stand for extended periods of time while working at a computer or assisting users, with accommodations made as needed to promote accessibility and comfort.
• The ability to lift and move computer equipment and peripherals may weigh up to 50 pounds, with assistance provided as necessary to ensure the safety and well-being of all employees.
• Good hand-eye coordination and manual dexterity for tasks such as typing, connecting cables, and handling small components, with accommodations available for individuals with physical disabilities.
• Good vision and hearing for tasks such as reading small print and listening to users over the phone or in person, with accommodations provided to support individuals with visual or hearing impairments.