Senior IT Help Desk Specialist

Role

We are looking for a Senior IT Help Desk Specialist to join our team. This is a San Jose, CA role, reporting to the Director, IT Operations - Digital Employee Experience in the IT Digital Employee Experience department. In this position, you will provide comprehensive technical support and ensure smooth IT operations for our employees. This role balances technical expertise and customer service to deliver hands-on troubleshooting, hardware lifecycle management, and a seamless digital employee experience as a key technical touchpoint for our team.

What you’ll do (Role Expectations)

• Respond promptly to IT support requests, providing efficient troubleshooting and resolution for all technology-related issues, and deliver differentiated, hands-on technical support at our walk-up Genius Bar, serving as a primary touchpoint for a seamless digital employee experience
• Manage the full lifecycle of employee equipment, including setup, configuration, deployment, and maintenance of laptops, desktops, and peripherals, ensuring all standard hardware and software are installed and maintained according to company specifications
• Troubleshoot and resolve network connectivity issues
• Support and maintain conference room technologies, Zoom meeting services, and printers
• Maintain accurate inventory of all IT equipment, software licenses, and assets

Who You Are (Success Profile)

• You are a problem-solver who seeks out challenges, energized by finding solutions and knowing that solving hard problems delivers the biggest impact.
• You are a learner with a true growth mindset who never stops developing yourself, actively seeking feedback to become a better partner and a stronger teammate.
• You are customer-obsessed, building deep empathy for stakeholders and anchoring your decisions in solving real-world problems.
• You are a positive force who approaches hard problems with constructive energy and a contagious 'can-do' spirit that inspires your team to stay focused on solutions.
• You are resilient and adaptable, viewing change as an opportunity and maintaining composure and focus in high-pressure situations.

What We’re Looking for (Minimum Qualifications)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• Strong communication and customer service skills
• Proficiency with ServiceNow for ticketing and request management
• Expertise in Windows/MacOS, Google Workspace, and Microsoft Office
• Experience supporting diverse hardware platforms
• Experience configuring and supporting Zoom

What Will Make You Stand Out (Preferred Qualifications)

• Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
• Experience with Zoom Room equipment setup, troubleshooting, and supporting Zoom Rooms (Knowledge of Logitech gear is a plus)
• Strong emotional intelligence and a customer-first mindset, with a proven ability to provide empathetic, high-touch support in a fast-paced environment
• Exceptional adaptability and resilience, with a track record of thriving in dynamic settings and effectively collaborating across teams to resolve complex issues