End User Support Specialist I Tech Support

Role: End User Support Specialist I / Tech Support

Location: Campbell, CA (Onsite)

Job Summary

The End User Support Specialist I provides end-user support for desktops, mobile devices, and telephone systems. This role involves diagnosing, troubleshooting, and resolving basic to moderate technical issues while following defined processes and procedures. The specialist will prioritize tasks, interpret guidelines, and ensure timely resolution of incidents.

Key Responsibilities

• Manage and resolve tickets from the problem/incident management queue through to closure.
• Troubleshoot issues related to Apple MacBook, Windows OS, installed applications, mobile devices, and voice services.
• Investigate IT problems, identify root causes, and provide appropriate solutions.
• Communicate clearly with end users regarding issue status, resolutions, and preventive measures.
• Escalate complex issues to Level II support or relevant teams when required.
• Maintain accurate documentation and update tickets with notes, status, and categorization.
• Participate in IT Service Desk call rotation (approx. 90%).
• Set up and configure new user desktops (physical and virtual) and install required software.
• Handle phone system setups, contact center configurations, and conferencing tools (with occasional support).
• Administer end-user environments including desktops, mobile devices, antivirus, firewalls, remote access, and collaboration tools.
• Contribute to team knowledge sharing via documentation and training sessions.
• Identify opportunities for process improvements in IT service delivery.
• Support service metrics tracking to ensure SLA compliance.
• Stay updated on new technologies through training and development.
  
  

Required Skills

• Strong communication and interpersonal skills.
• Ability to follow and enforce corporate policies and procedures.
• Excellent organizational and time management skills.
• Knowledge of operating systems: Windows, iOS, and Android.
• Basic understanding of VMware ESXi, Active Directory, networking, storage, and servers.
• Strong analytical and problem-solving abilities.
  
  

Education & Experience

• High school diploma with technical/trade certification preferred.
• 1 years of experience supporting Apple MacBook and Microsoft OS, Office tools, and remote desktop software.
• 1 years supporting desktop systems, mobile device management, and application virtualization.
• 1 years in a customer support role.
  
  

Preferred Qualifications

• Certifications such as A , Network , or MCDST (or equivalent experience).