Help Desk Technician
Posted on 3/23/2024
Illumio

501-1,000 employees

Business data center and cloud computing security
Company Overview
Illumio's mission is to enable every organization to realize a future without high-profile breaches. Illumio provides visibility, segmentation and control of all network communications across any data center, cloud and endpoint.
Fintech
Government & Public Sector
Energy

Company Stage

Series F

Total Funding

$557M

Founded

2013

Headquarters

Sunnyvale, California

Growth & Insights
Headcount

6 month growth

14%

1 year growth

13%

2 year growth

21%
Locations
Sunnyvale, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
CategoriesNew
IT & Security
IT Support
Requirements
  • High school diploma or equivalent
  • 1-3 years of experience in IT support or help desk role
  • Basic understanding of IT systems and tools, such as Windows, Apple OS, Microsoft Office, Active Directory, VPN, etc.
  • Strong communication skills, both verbal and written
  • Ability to explain technical concepts to non-technical users
  • Empathetic and customer-oriented attitude
  • Ability to work independently and as part of a team
  • Ability to prioritize and manage multiple tasks
  • Willingness to learn new skills and technologies
  • Certification in ITIL, CompTIA A+, or other relevant IT fields is a plus
Responsibilities
  • Respond to incidents, emails, and walk-in requests from onsite employees who need IT help
  • Troubleshoot and resolve basic IT issues, such as password resets, network connectivity, software installation, printer problems, etc.
  • Use remote access tools or onsite visits to diagnose and fix IT problems
  • Log and update the tickets in the IT service management system
  • Escalate complex or unresolved issues to senior technicians or other IT teams
  • Follow up with the users to ensure their issues are resolved and they are satisfied with the service
  • Maintain and update the IT inventory and documentation
  • Stay updated on the latest IT trends, tools, and best practices