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IT User Support Specialist in Irvine, CA at Kofax

Date Posted: 3/28/2018

Job Snapshot

  • Employee Type:
  • Location:
    Irvine, CA
  • Job Type:
  • Experience:
    At least 5 year(s)
  • Date Posted:

Job Description

Job Purpose:

The IT User Support Specialist will provide help desk technical support for internal (non-customer) end-users in offices and remote employees to ensure the operability with personal/desktop computer devices and services throughout the company.  These responsibilities include:
  • Reviewing the help desk ticketing system on a regular basis throughout the day, picking up tickets, and routing other tickets to other IT teams as appropriate
  • Troubleshooting reported network and server connectivity issues, resolving as much as possible and escalating other to the appropriate IT team as necessary
  • Providing support to end-users, responding to users’ questions regarding computer systems, phone systems and other technical needs
  • Possessing the ability to troubleshoot level 2 and 3 support issues
  • Assisting users with network connectivity issues, VPN, WebEx and Teleconferencing, chat (Lync/Skype), printers, email, security, mobility devices, Windows/software updates and computer performance
  • Managing users in Active Directory and MS Exchange
  • Performing installation and maintenance of computers or computer-related hardware and software applications
  • Performing device imaging

 The hours for this position are typically 7:30-4:30/8:00-5:00 Mon-Fri.  After-hours or weekend work (remotely) might be needed on occasion.

Although this position interfaces and regularly works with other teams, this position does not directly manage server or network devices (only end-user devices)

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

Job Requirements

  • 5+ years of solid experience in all facets of IT end-user support (end-user support is key, not general IT)
  • Strong laptop and desktop support experience (software and hardware)
  • Strong experience in supporting users remotely
  • Ability to work with all levels of management, including supporting executives
  • Excellent interpersonal, communication and customer service skills
  • Topnotch troubleshooting abilities
  • Ability to self-manage and prioritize multiple tasks is essential
  • Ability to problem solve is absolutely critical (this position is not going to be one of reading off of trouble-shooting steps/scripts)
  • Strong technical skills and experience on a variety of computing platforms

Strong Windows 7, Office 2010/13, and Outlook skills, with Windows 10 and Office 365 experience a plus
  • Experience working with help desk ticketing systems
  • Experience with remote software, imaging solutions, with Microsoft SCCM a plus
  • Some experience with networks, servers, client-server environments, telephony, mobile devices, online conferencing service and IP networking is desirable
  • Bachelor’s degree and/or work experience and technical training certification (A+ certification, Microsoft Certified Professional[MCP])
  • Other certificates such as MCSE/ITIL are a plus

A thorough technical interview will be conducted

Required Experience
  • College degree with a technical training background A+ certification, MCP, or equivalent cert, or minimum 5 years of on the job experience

Kofax, Inc. is an Equal Opportunity Employer, M/F/D/V