This role is responsible to provide an outstanding, high quality, professional, and technical support the Company's IT team based in Santa Clara, CA. The main responsibility is to provide recommendation, implementation, maintenance, and support of IT End User Services (EUS) solutions specializing in taking R&D support. The individual to have strong technical troubleshooting abilities, excellent communication skills and be willing to interface with a combination of both technical and non-technical departments. The primary task of this position will be to troubleshoot and resolve endpoint issues, install and support the systems, support corporate applications, and assist with the day-to-day operations. The ideal candidate will be strong both interpersonally and technically.
**Key Responsibilities**
+ Pro-actively collaborate with the IT and R&D team members to identify, recommend, develop, and implement end user solutions for the R&D organization.
+ Troubleshoot and resolve endpoint issues, install and support the systems, support collaboration applications and assist with day-to-day operations.
+ Monitor helpdesk queue and prioritize to meet the SLA. Maintain high level of customer satisfaction.
+ Analyze helpdesk tickets, find common issues, and deploy system-based solution to eliminate the issues.
+ Manage/Maintain IT systems that directly impacts end users. Escalation of issues to relevant teams where appropriate.
+ Responsible for customer queries/issues related to Mac, Windows, and mobile device platform and apps support [O365, Outlook, OKTA, Zscaler, Zoom, Druva, Adobe, WinMagic, Password or access issues, Active Directory]
+ Provide VIP Support for R&D executives (~10+ staff). Resolve customer queries timely and accurately per the approved communication channel.
+ Provide R&D Lab support (network connectivity trouble shooting), Demo setups for customer demos.
+ Provide Audio/Video conference installation and support for onsite/offsite presentations, events, and meetings(daytime and after hours)
+ Coordinate with Facilities to resolve Audio, Video and Connectivity issues. Zoom room controller maintenance.
+ Support with printer maintenance and Network rack installation. Ad-hoc projects related to desktop services support.
+ Collaborate with L1 L2 Customer Success team and the extended IT members (where applicable) towards timely response to R&D. Follow standard ITSM/ITIL processes and procedures.
+ Coordinate with HAL IT (Infrastructure, Apps and Security) team, R&D team to ensure compliance with Company's security advisory and apply patches as needed to HAL R&D Demo/Development systems per the defined roles and responsibility matrix.
+ Remote support for Farmington Hills and Holland users.
+ Support asset management requests for the R&D team.
+ New hire onboarding training( IT orientation) and computer configuration. Onsite in-person support for walk-ups. Training for end users.
**Skills and Qualifications**
+ Bachelor's degree in Information Technology, CS, MIS, or related field
+ Minimum 4+ Years of experience having worked in Level 1 support
+ Proven ability to work independently with minimal supervision. Self-motivated to determine priorities and complete tasks but ask for help if and when needed.
+ Strong sense of urgency with an attitude of never giving up until the issue is closed to the happiness of the customer
+ Advanced knowledge of windows including strong WiFi and network connectivity
+ Good working knowledge of Active Directory, Microsoft O365
+ Ability to learn new technologies quickly with minimal guidance
+ Experience with troubleshooting IT issues, supporting events with audio/visual knowledge
+ Comprehensive understanding of printing, networking and security
+ Detail oriented, analytical, and able to manage multiple tasks in a fast-paced environment
+ Proven influencing and collaboration skills.
+ Requires excellent communication skills, analytical ability, strong judgment, and the ability to work effectively with IT and business.
+ Excellent written and oral communication skills with ability to engage the C-level and senior management in business and IT independently.
**You should know:** Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A Kelly recruiter will confirm and share more details with you during the interview process.
**Why Kelly** **** **Technology?**
Looking to put your tech expertise to work on todays most intriguing, innovative, and high-visibility projects? By partnering with Kelly Technology, youll gain direct connections to top companies around the globe. Our team creates expert talent solutions to solve the worlds most critical challenges. In a world where change is the only constant, our extensive network of industry relationships and IT market expertise help you take your skills exactly where you want to go. Were here to help you gain experience, make an impact, and grow your tech career.
**About Kelly** ****
At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.
Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kellys Human Resource Knowledge Center.
Kelly complies with the requirements of Californias state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.
