IT Support Specialist

Location: Mission Viejo, CA
Date Posted: 08-11-2017
Saratech is seeking an IT Support Specialist About the Company Saratech is the industry leading provider of Product Lifecycle Management (CAD, CAM, CAE, PDM) solutions, and our success is based upon our commitment to provide our customers with software, services, training and hardware solutions tailored to optimally meet our customer’s engineering and business needs. The company offers qualified full-time employees with medical and dental benefits, 401k plan participation with matching funds opportunities, and an Employee Assistance Plan, among other benefits. Please visit www.saratechinc.com for additional information on our company. Saratech is headquartered in Mission Viejo, CA and has employees and supports customers nationwide. Qualified and interested candidates may submit their resume on our website or simply send it to resume@saratechinc.com. About the Opportunity: Saratech is seeking an IT Support Specialist. The IT Support Specialist's role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level. This is a full-time position located at our corporate headquarters in Mission Viejo, CA. Ideal candidates will possess the following qualifications, experience, and abilities: Qualifications and Experience:  Knowledge of basic computer hardware  Experience with desktop operating systems  Extensive application support experience  Working knowledge of a range of diagnostic utilities  Good understanding of the organization's goals and objectives  Exceptional written and oral communication skills  Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills  Strong documentation skills  Experience or ability to quickly learn SFDC programming Duties and Responsibilities:  Field incoming help requests from end users via both telephone and work orders in a courteous manner  Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced team member  Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution  Apply diagnostic utilities to aid in troubleshooting  Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution  Identify and learn appropriate software and hardware used and supported by the organization  Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications  Test fixes to ensure problem has been adequately resolved  Perform post-resolution follow-ups to help requests  Develop help sheets and knowledge base articles for end users  Maintain and enhance existing SFDC infrastructure  Support the on-boarding of new employees and the off-boarding of exiting employees  Perform related duties consistent with the scope and intent of the position Skills and Abilities:  Ability to quickly learn company tools, processes and resources  Strong organizational and interpersonal skills  Strong written and verbal skills  Attention to detail and accuracy  Ability to understand and learn professional terminology  Responsible, responsive, and accountable for tasks  Quality testing and documentation  Coding, development, and development testing Beneficial Qualifications:  Experience with PLM products (CAD, CAM, CAE, PDM)  SFDC experience Other Requirements:  Complies with all organizational policies and procedures  Maintains strict confidentiality of all customer and/or employee information to assure customer and/or employee rights are protected  Adheres to policies regarding notification of absence and PTO requests  Attends all mandatory management and staff meetings  Represents the organization in a respectful and professional manner  Attend and comply with annual health, safety, training and education requirements  Adheres to dress code, appearance is neat and clean  Subject to strict background check Additional Information:  Physical demands: o The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. o Follow detailed complex directions, reason and problem solve. o While performing the duties of this job, the employee is regularly required to sit, use hands, and talk or hear. o The employee is occasionally required to stand; walk; reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds.  Company participates in E-Verify.  Company is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment.  This description is designed to indicate the general nature and level of work for this position. It is not intended to describe minor duties or other responsibilities that may be periodically assigned.
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NOTE TO STAFFING AGENCIES AND RECRUITERS: Saratech does not accept unsolicited resumes from any external agency for the placement of any position. Unsolicited resumes submitted by agencies and received by Saratech will be considered the property of Saratech and may be contacted and engaged with directly by Saratech. Saratech will not pay a placement fee or any other fees to any third-party agency, firm or recruiter who is not specifically retained with a signed fee agreement by Saratech Human Resources to conduct a candidate search. Please do not forward unsolicited resumes to our website or to any Saratech employee. Saratech will not be responsible for any fees associated with unsolicited resumes.