IT Support I

IT Support I

Full Time Benefits (Medical, Dental, Vision, 401k with Company Match, PTO)

Job Type: Onsite

Hourly Range: $28.00 - $33.00, DOE

Shift:1st

Locations: Milpitas and Fremont, CA

Fralock is an engineered solutions provider of specialty components and subassemblies using advanced materials for high reliability, severe environment, and technically challenging applications. We develop and manufacture custom integrated solutions. Established in 1967, we are a critical solutions provider to Fortune 500 corporations, government, and targeted OEMs in a variety of industries including Semiconductor Equipment Manufacturing, Medical and Life Science, Aerospace and Defense, Industrial, Electronics, and Energy. Fralock is headquartered in Valencia, CA with manufacturing locations located throughout Northern and Southern California.

VISION

To be recognized by our customers as a leading solutions provider of proprietary engineered advanced materials for high reliability, severe environment, and technically challenging applications.

MISSION

To create value, profitably grow, and share our success with all stakeholders.

CULTURE

• Respect – We treat others the way they want to be treated.


• Integrity – We practice a high standard of ethics in our business dealings with customers, suppliers, and employees.


• Responsiveness – We have a sense of urgency in responding to internal and external requests and work proactively to solve problems.


• Excellence/Competence – We empower our people to continuously improve and execute high quality work.


• Teamwork – We work together to achieve Fralock business objectives by communicating at a high level, by listening and having clarity in our expectations of one another.


• Individual Accountability and Personal Responsibility – We do what we have committed to do when we committed to doing it.


• Continuous Improvement across all segments of the company

This position requires access to information controlled under the International Traffic in Arms Regulations (ITAR) or the Export Administration Regulations (EAR), the successful candidate must be a "U.S. person" as defined in the ITAR and EAR (which generally means (i) be a citizen or national of the United States; or (ii) be a lawful permanent resident of the United States; or (iii) have been admitted to the United States as a refugee, or have been granted asylum, as specified under applicable law.

Job Summary

As the company’s level one support for both remote and onsite customers you will need to bring your time management and customer experience focus to work with you daily. You will be the first line of support for all networking, PC, Laptop, application issues and will be required to either resolve them or work collaboratively with the greater organization to see the issue through to conclusion. Through your strong communication skills, you will keep the end users updated on their issues as well as documenting problems through our ITSM system. If you are not afraid of variety of technical challenges, then this is the role for you.

The IT Support I will ensure that the hardware, software and communications systems are suitable and fulfill the needs of the users within and outside the company. Preforms duties to ensure proper operation and security of computer systems. Performs Service Desk functions and works in a team enviroment with other staff members to maintain infrastructure including 3rd party network consultants.

Key Responsibilities

• Provide first-level technical support to users via phone, email, or in person.


• Diagnose and troubleshoot basic hardware, software, and network issues.


• Assist with password resets, account unlocks, and basic system administration tasks.


• Install, configure, and maintain computer systems, printers, and other peripherals.


• Escalate unresolved issues to IT Support L2 or appropriate teams.


• Maintain and update ticketing system with details of issues and resolutions.


• Ensure adherence to service level agreements (SLAs) and response times.


• Provide support for software applications commonly used within the organization.


• Assist in setting up and supporting workstations for new employees.


• Document procedures and provide end-user training on basic technical issues.


• Maintain IT inventory records and ensure hardware availability.

Required Skills

• Excellent reading & writing skills


• Basic math skills


• Strong written & verbal communication

• Basic knowledge of Windows/MacOS, Microsoft Office Suite, and common software applications.

• Strong troubleshooting and problem-solving skills.

• Excellent communication and customer service skills.

• Ability to work in a fast-paced environment and prioritize tasks effectively.     

Preferred Skills

• CompTIA A or equivalent certification.


• Familiarity with ITIL practices is a plus.

Experience Requirements

1-2 years of experience in a help desk or IT support role.

Education Requirements

High school diploma or equivalent (Associate's degree or technical certifications preferred).

Physical Requirements

• Must be physically fit enough to regularly lift to 25 lbs. for duties (i.e., delivering computers, unpacking and rack-mounting equipment).

• Set up user workstations which require bending and kneeling.

All offers of employment at Fralock are contingent upon clear results of a background check. Background checks may include some or all the following depending on job title and responsibilities: 

• Social Security Verification 


• Prior Employment Verification 


• Criminal History 


• Personal and Professional References 


• Motor Vehicle Records 


• Credit History 

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of a position. 

Fralock provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.