Job Description

Overview
We are seeking a dedicated and knowledgeable IT Support Specialist to join our dynamic team. The ideal candidate will be responsible for providing technical support and assistance to end-users, ensuring that all IT systems operate smoothly and efficiently. This role requires a strong understanding of various operating systems, network configurations, and customer service principles to effectively resolve issues and enhance user experience.

Responsibilities

Provide technical support for hardware and software issues across various platforms, including Windows and Mac OS.
Troubleshoot and resolve LAN connectivity issues, ensuring reliable network access for all users.
Assist users with help desk inquiries, utilizing ticketing systems such as Jira to track and manage requests.
Configure and maintain firewalls and VPN connections to secure remote access for employees.
Perform regular computer management tasks, including system updates, software installations, and performance monitoring.
Deliver exceptional customer service by responding promptly to user inquiries and providing clear guidance on technical issues.
Document solutions and maintain knowledge base articles to improve future support processes.
SharePoint Dev Ops (Building them, maintenance, development, etc.)
Data Security (SharePoint Settings, including sharable links, conditional access, and managing granular access of files, sites, etc.)
Building Bespoke Digital tools (example: Finance Department SharePoint, PG&E All Hands Distribution Email, etc) as needed
File Management (Metadata, Sensitivity, saved location, moving data, access to confidential or restricted information including PII)
Querying for lost files
Restricting access to documents
Document Control (Version Restoration)
Checking Quarantine for undelivered emails and high-risk attempts
Reviewing Cybersecurity Risk events
Designated Cybersecurity Incident Response Manager
Working directly with Vendors providing SOC for Class 2 or higher risk events with greater impact / potential for harm
Checking the legitimacy of links, emails, or individuals during impersonation, Phishing, or various other cybersecurity attempts
Laptops
OOBE (Out of Box Experience)
MDM - Hexnode Now, Microsoft Intune in the Future
Windows Version Control (Windows 11 Pro)
SentinelOne
Digital Architecture
Building an in-house MDM (previously)
Setting up the system to log laptops into Coleman ENV emails (future)
Single Sign on for HRIS or applicable platforms
Database Management for 3rd party software owned / operated in house (MDM, Apple Business Manager, Adobe)
Physically enrolling devices to Apple Business Manager (when outside the Device Enrollment Plan with AT&T)
MS Personal Macbook is used at this time - We need a company MacBook
Apple Business Manager
Apps
Managing iCloud Accounts
Exchanging Tokens with Microsoft and Hexnode MDM
Hexnode MDM
Building Policies for configurations on devices be group / region / job
Managing Devices
Lockdowns, lost phones, Tracking Devices
Device Wipes / Redeploy / Reissue
Sim Card Maintenance
Whitelisting / Blacklisting services, especially content or websites
Bug Hunting
Attend meetings with PG&E on Mobile App support
Provide PG&E with recommendations for Errors, bugs, or issues
Provide PG&E info to employees
Penetration Testing
Liase with 3rd party vendors for pain points, growth paths, and consulting
SmartSite - Website / Social Media
Opus Interactive
Building Custom Forms / Databases
Microsoft 365 Account Manager
Opening up old employee's email accounts to get access / Give access to resources
Authentication / Passwords / Troubleshooting
License Support

Experience

Proven experience in a technical support role or similar position is preferred.
Strong understanding of LAN environments, firewall configurations, and VPN technologies.
Familiarity with help desk operations and ticketing systems like Jira is a plus.
Excellent problem-solving skills with the ability to work independently as well as part of a team.
Effective communication skills to convey technical information clearly to non-technical users.
A passion for technology and a commitment to continuous learning in the IT field.

Join us in providing top-notch IT support that empowers our users and enhances their productivity!

Job Type: Full-time

Pay: $28.00 - $31.00 per hour

Benefits: