Job Summary

We are searching for a full-time, on-site IT Help Desk Technician II to be responsible and accountable for the smooth running of our end-user devices and core applications, primarily for users located in the Kairos Power Alameda, CA site. You will champion the support, implementation, and maintenance of end-user needs. The ideal candidate will have previous IT support experience in an engineering company subject to federal regulations.

Responsibilities

• Be the first point of contact to respond to IT support queries via chat, email, phone, walk-up, or ticketing system
• Diagnose system errors and other issues
• Resolve problems with networking, end-user hardware, conference room equipment, and common business applications
• Locally or remotely install or reconfigure hardware and software to fix issues
• Escalate support and security matters to internal team members and/or external partners as necessary
• Build and configure end-user devices (laptops, desktops, mobile devices) and desk setups (peripherals, networking)
• Follow up with customers to ensure full resolution of issues
• Write, edit, and revise documentation for new and updated software or hardware to build out end-user self-service FAQs
• Coordinate end-user hardware needing repair to depot facilities
• Perform new hire orientation and workstation setup as well as other end-user training
• Actively seek opportunities to automate, script, or otherwise optimize support activities

Qualifications

• 5+ years recent work experience as first line, on-site support on a ticket-driven internal IT organization
• Bachelor’s Degree in Computer Science or similar field; or an equivalent combination of education, professional certifications, and work experience is preferred
• Proficient knowledge of computer hardware and software applications / SaaS platforms
• Hands-on experience with network concepts (DNS, DHCP, VLAN, IPv4) and administration (switches, WAPs)
• Working support knowledge of:
• Desktop OS: Windows 10/11, macOS 13.x/14.x
• Mobile OS: iOS, Android
• Productivity Software: Zoom, Microsoft 365, Slack
• End-User Hardware: Laptops, Desktops, Cellular Devices and Networks, MFPs
• Conference Room Equipment
• (Entra) Active Directory
• Anti-virus / anti-malware platforms
• Excellent communication and documentation skills
• Resourceful / Problem solver
• Positive, enthusiastic, service-oriented attitude
• Working knowledge of modern information security controls
• Working support knowledge of Unified Endpoint Management systems, Zoom, CrowdStrike, and incident response procedures
• Ability to be on-call for after-hours support on a rotating basis
• Prior work experience in a highly-regulated industry, especially within the government community preferred
• Prior work experience for an engineering or industrial/manufacturing company preferred
• Prior work experience in a fast-paced, high-growth startup preferred
• Ability to work with highly collaborative team
• Ability to solve problems quickly and efficiently
• Prioritizes and ensures safety of one self and others
• Ability to proactively collect, manage and transfer knowledge
• Ability to seek different and novel ways to create efficiencies when working on problems, challenges and issues

Physical Conditions 

• Remaining in a stationary position, often standing, or sitting for prolonged periods
• Moving about to accomplish tasks or moving from one worksite to another
• Adjusting, moving, transporting, installing, positioning, or removing objects up to 25 pounds in all directions
• Communicating with others to exchange information

Environmental Conditions 

• General office environment
• Accessing the accuracy, neatness and thoroughness of the work assigned
• High-concentration, demanding and fast-paced

Safety and PPE

• Reading and interpreting hazardous warning signs
• Reporting issues with equipment or unsafe conditions

Additional Requirements

• Requires occasional overtime
• Requires occasional schedule flexibility

The hourly range for this position is $36 to $39 for employees working onsite at our Alameda, CA headquarters. The range provided in this job posting represents the typical range or starting rate of candidates hired in California. Factors that may be used to determine your actual salary may include your education, experience, knowledge, skills, abilities, the market data for your work location, and a comparison to other employees already in the role.

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