IT Support Specialist - Santa Clara California

Company: Pure Storage, Inc.
Location: Santa Clara, California
Posted On: 01/24/2025

The IT Support Specialist provides in-person IT support at our Santa Clara office, ensuring timely resolution of technical issues and delivering high service standards. This role supports a diverse group of colleagues across the organization, including executives, and includes participation in on-call support to address critical issues outside standard business hours. This is a full-time, in-office position.SHOULD YOU ACCEPT THIS CHALLENGE...

• Deliver comprehensive technical support to address hardware, software, and networking issues for both local and remote employees.
• Provide technical assistance for IT-provisioned services, ensuring smooth user experiences.
• Troubleshoot and resolve user issues across various operating systems, including macOS, Windows, and Linux.
• Ensure all incidents and requests are resolved within established Service Level Agreements (SLAs), providing accurate and efficient solutions.
• Utilize a ticket tracking system to document all support cases with precision and thoroughness.
• Develop and maintain clear and concise documentation for troubleshooting solutions, processes, and procedures.
• Administer user accounts and manage application access assignments.
• Perform hardware repairs and process warranty RMAs (Return Merchandise Authorizations) as needed.
• Collaborate on IT team projects and initiatives to improve service delivery.
• Participate in a rotating schedule for holiday and weekend on-call support.
• Lead or contribute to projects focused on enhancing service levels, including automation and work reduction initiatives to improve efficiency.WHAT YOU'LL NEED TO BRING TO THIS ROLE...
  • Customer-Focused Attitude: A proactive and positive approach to delivering user-centric solutions.
  • Independent Problem-Solving: Ability to work autonomously while exceeding performance expectations.
  • Collaborative Flexibility: Comfortable working in a matrixed environment, responding to multiple project leaders and priorities.
  • Educational Background: Associate degree (AA) or equivalent from a two-year college or technical school, or comparable combination of education and experience.
  • Technical Expertise:
    • Proficiency in desktop operating systems (macOS and Windows) and mobile operating systems (iOS and Android).
    • Basic understanding of networking concepts, including VPN, LAN, WAN, and wireless technologies.
    • Work Environment Adaptability: Ability to thrive in a collaborative open office environment and adapt to both in-office and remote work settings as required.
    • Physical Requirements:Lift up to 50 pounds.Climb ladders and walk between buildings on campus.Carry an equipment bag with tools and replacement gear for various locations.We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara, CA office in compliance with Pure's policies, unless you are on PTO, work travel, or other approved leave.The hourly range is: $38.00 - $58.00Hourly ranges are determined based on role, level, and location. For positions open to candidates in multiple geographical locations, the hourly range is reflective of the labor market across the applicable locations.This role may be eligible for incentive pay and/or equity.And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events - check out for more information.There is no application deadline and we accept applications on an ongoing basis until the job is filled.
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