IT Helpdesk Support Technician

Soffa Electric Inc is hiring an IT Helpdesk Support Technician to support desktop and laptop environments for internal and external customers in Folsom, CA (onsite). In this role, you will troubleshoot and resolve IT incidents and requests, manage user access and IT assets, and support reliable backups and restores.

You will work directly with customers to ensure issues are handled promptly, communicate professionally, and escalate items when they go beyond your scope. Availability for onsite work when requested and the ability to manage multiple phone calls are key parts of the position.

What you’ll do

• Deliver helpdesk support to internal and external customers both onsite and remote, providing quick, effective assistance with information technology systems
• Guide users remotely and in person through systems configuration, troubleshooting, and ongoing maintenance
• Listen to customer questions and concerns, recommend optimal solutions, and prioritize customer satisfaction in all communications
• Address and resolve basic incidents and requests, log all incidents and requests, and engage additional resources when needed
• Follow up to confirm problems are resolved and represented appropriately until completion
• Manage, install, and deploy desktops, laptops, peripherals, and software for both onsite and remote staff
• Troubleshoot and analyze hardware and software issues for clients
• Document and maintain inventory for IT assets and maintenance agreements
• Perform a daily check of system backups and execute restores when required, with Avamar knowledge preferred
• Manage user accounts, email accounts, and file share permissions
• Support anti-virus and anti-spam solutions
• Assist and train users as required, including helpdesk/desktop support for employees and web support for participants
• Support employees with desktop and helpdesk needs
• Provide remote assistance during configurations and maintenance activities

Required experience and background

• 1-3 years of experience in IT or related work
• Bachelor’s Degree in Computer Science, Information Technology, Information Systems, or Software Engineering is preferred
• Cisco
• CompTIA A+
• CompTIA Network
• ITIL Foundation
• iPhone user
• Strong experience with Windows 10, Windows 11, and Microsoft Office 365
• Experience with anti-virus and anti-spam solutions
• Active Directory and GPO preferred
• SCCM preferred
• Working knowledge of TCP/IP and the OSI reference model
• Knowledge of computer networking essentials

Tools and technologies

• Windows 10, Windows 11
• Microsoft Office 365
• Anti-virus and anti-spam solutions
• Active Directory, GPO
• SCCM
• TCP/IP and OSI reference model
• Avamar

Location and working conditions

• Folsom, CA (onsite)
• General indoor working environment with varying conditions such as fluorescent lighting and air conditioning
• Physical tasks include sitting for long periods, standing, walking, typing, carrying, pushing, and bending
• Occasional visits to other SOFFA locations
• Must be available to work onsite when requested

Pay

• USD 34 - 40 per hour