IT Support Technician at Confidential company

Title: IT Support Technician

Location: Redwood City, CA (Onsite Role)

Contract position

Responsibilities:

• Supervise day to day duties of the HQ site personnel
• Analyze, diagnose and resolve complex desktop end user problems and suggest corrective solutions
• Identify trends, perform root cause analysis, automate processes, and implement solutions to prevent recurring issues
• Design and architect infrastructure using latest technologies
• Provide hardware and software support services for client technologies - PC - including backup and desktop encryption software (McAfee, PGP, etc.) - Mobile Device - Printer - Collaboration Tools - A/V Equipment
• Advanced knowledge of video conferencing equipment and software such as Zoom, Teams and WebEx
• Active Directory administration and tool support
• Familiar with Jamf to manage Macs
• Design, create, test and maintain macOS and Windows (Ivanti/LANDesk) client imaging infrastructure
• Creating and utilizing scripts as needed
• Perform troubleshooting, issue resolution, and root cause analysis for any IT issues at the local site
• Develops and maintains a comprehensive operating system hardware and software configuration database/library of all support documentation
• Physical set up and adds/moves/change of computers and related peripherals
• Perform required upgrades and maintenance and coordinate scheduled outages with other Rambus IT staff
• Be able to identify business needs and opportunities and execute on plans
• Manage computer room and local IT infrastructure
• Resolve issues escalated from Level 1 support requiring elevated privileges or local site knowledge
• Conducts routine hardware and software audits of workstations to ensure compliance with established standards, policies and configuration guidelines
• Document “as built” and “run books” for implemented systems
• Carry out other duties as requested by Rambus IT  or BU management

Qualifications:

• Supervise and mentor site support personnel - Ability to work without supervision
• Good communication skills
• Detail-oriented and highly organized, able to handle a variety of tasks in an efficient manner
• Initiative and self-starter
• Ability to multi-task
• Problem solving skills
• Customer service focus

Key Job Skills  

• Supervisory experience
• 4+  experience supporting Windows desktop hardware and software 
• 4+ experience supporting Macs
• Experience implementing Jamf, setting up new instances, setting it up in the cloud, ensuring Jamf is meeting global   policies
• Experience with automation and scripting such as PowerShell
• Familiar with corporate IT support processes and security policies
• Well versed in various client technologies, hardware platforms, and operating systems
• Strong networking skills (CNA level preferred)
• PC and network security (including Anti-virus) experience
• Experience administering MDM tools such as Jamf Pro
• Proven ability to identify IT process and infrastructure needs and specify/implement improvements
• Ability to support multi-site audio/video conferencing and collaboration
• Willingness to take on supporting and maintaining new IT technologies dictated by business requirements
• Deep knowledge of Windows internals (i.e. registry) administration, configuration and scripting
• Available to work after hours and weekends, as required.  Skilled in problem analysis. Pays very close attention to detail
• Windows system hardware expertise including knowledge of PCI express troubleshooting and configuration