Support Desk Specialist

**Job Title** Support Desk Specialist **job description** Avicena is a privately held company developing microLED based ultra-low power high bandwidth interconnects for chip-to-chip communications. This technology will revolutionize High-Performance (HPC) and Cloud computing, as well as other industries where low power interconnects are critical like camera sensors, autonomous vehicles, and aerospace. Avicena is headquartered in Sunnyvale, California with a development center in Edinburgh, Scotland. The company was founded in 2019 by leading technologists from the optical networking industry with a track record of delivering breakthrough products. (www.avicena.tech) **About the role** - We are seeking a responsible and technically skilled Helpdesk Support Technician to join our team. The ideal candidate will have a passion for troubleshooting, a solid understanding of Windows 11, Microsoft 365, and a working knowledge of TCP/IP. You will be responsible for providing application support, assisting users with technical issues, managing hardware support, and ensuring tasks are handled in a timely and efficient manner. - This role also requires providing after-hours support and maintaining high levels of customer satisfaction through exceptional service delivery. **Responsibilities** - Provide remote support to end-users via phone, email, or chat, ensuring timely and effective resolution of technical issues. - Troubleshoot and resolve hardware issues, including desktops, laptops, printers, network multifunction copiers, and peripheral devices. - Provide support for Windows 11, and Microsoft 365 environments, troubleshooting software and system-related issues. - Microsoft Outlook, Word, PowerPoint, SharePoint, and OneDrive - Offer application support for various software programs and internal tools. - Utilize ticketing systems to log, track, and manage technical support requests. - Maintain a thorough understanding of TCP/IP networking, helping to diagnose and resolve connectivity issues. - Install applications, troubleshoot user issues, - Collaborate with team members to address complex issues and escalate as necessary. - Provide after-hours support or holiday support as required and participate in the on-call to support critical issues. - Demonstrate a willingness to learn new technologies and processes, improving technical expertise and service delivery. **Qualifications** - Minimum of 2 years of experience in helpdesk and user support roles. - Strong technical knowledge of Windows 11, and Microsoft 365. - Experience providing hardware support for desktops, laptops, printers, network multifunction copiers, and peripherals. - Working knowledge of TCP/IP and general networking principles. - Experience with DNS, DHCP, PING, Drive Mapping, Network connections. - Proven ability to troubleshoot technical issues and provide timely resolutions. - Good communication skills, both verbal and written, with a focus on clear and concise customer interactions. - Strong problem-solving skills and attention to detail. - Ability to work independently and manage multiple tasks effectively in a fast-paced environment. - Familiarity with SSO and MFA. **Preferred Qualifications** - Experience with remote desktop tools and remote support software. - Basic knowledge of Windows servers management. - Experience with Active Directory is preferred. - Degree in Computer Science or Information Technology is preferred.