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ASUS · 2 hours ago

Senior IT Support Specialist

Fremont, CA

Full-time

Onsite

Mid, Senior Level

$85K/yr - $95K/yr

4+ years exp

ASUS is a technology company seeking a Senior IT Support Specialist to manage and resolve technical issues while providing high-level support to end-users. The role involves analyzing service desk operations, mentoring junior staff, and developing standard operating procedures to ensure operational excellence and service quality.

ComputerConsumer ElectronicsHardwareManufacturingMobileSoftware

Responsibilities

Provide expert-level technical guidance and consultation to end-users, developing strategic solutions for complex and recurring technical challenges

Lead the analysis and resolution of critical and complex technical issues, conducting root cause analysis for recurring problems and developing innovative solutions to prevent future occurrences

Direct the incident management process, allocating resources and coordinating efforts across multiple teams to ensure efficient and effective resolution of critical incidents

Establish and maintain service level objectives (SLOs) and key performance indicators (KPIs) to ensure optimal service delivery and customer satisfaction

Analyze service desk performance data and provide strategic recommendations to management for improving efficiency and effectiveness

Identify areas for process improvement and implement changes to enhance service quality

Oversee the development, documentation, and maintenance of a comprehensive knowledge base, including standard operating procedures and knowledge base articles, ensuring accuracy and accessibility for the IT support team

Develop and implement strategies to enhance customer satisfaction and build strong relationships with key stakeholders

Liaise with other IT teams and departments to ensure cohesive support

Consult with users to determine hardware or system functional specifications

Design, develop, document, analyze, create, test, or modify computer systems

Oversee the acquisition, deployment, maintenance, and disposal of assets, ensuring proper tagging and tracking using asset management software

Qualification

ITIL processesWindows ServerActive DirectoryNetworkingService desk ticketing systemsTroubleshooting skillsScriptingAutomationData protectionMentoring junior staffCommunication skillsProblem-solving skillsCollaborative work

Required

Bachelor's degree in computer science, Information Technology or a related field

Minimum of 4 years experience in an IT support or service desk role

Knowledge of hardware, software, networking, and operating systems

Understanding of LAN/WAN, DHCP, DNS, Wi-Fi troubleshooting, VPN tunneling, and firewall basics

Familiarity with Windows Server, Active Directory, Microsoft 365, Intune, Exchange, VPN, and endpoint management

Understanding security principles, data protection, and compliance requirements

Awareness of access control, MFA, encryption, data privacy, and endpoint security policies

Strong understanding of ITIL processes and service management best practices, with proficiency in incident, request, and change management

Skilled in using service desk ticketing systems and remote support tools

Proficient in system analysis techniques and procedures

Excellent troubleshooting and problem-solving skills across multiple platforms

Ability to identify root causes and patterns in recurring incidents

Ability to analyze service trends and propose automation or efficiency improvements

Understanding of SLA, KPI, and FCR metrics, and use of dashboards (e.g., Jira, Power BI)

Knowledge of IT asset lifecycle, hardware/software inventory, and CMDB best practices

Familiarity with scripting, automation tools, and basic programming concepts

Strong verbal and written communication skills for technical and non-technical audiences, including the ability to clearly document processes and effectively consult with users

Ability to document processes, solutions, and system configurations clearly

Ability to consult with users to determine technical requirements and functional specifications

Ability to prioritize and manage multiple tasks in a high-pressure environment

Ability to work collaboratively across IT teams and departments to provide cohesive support

Ability to mentor and guide junior service desk staff