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Job Area:
Information Technology Group, Information Technology Group > IT Support Analyst
Responsible for supporting a wide range of hands-on IT activities on site, including desktop/laptop imaging, deployments, troubleshooting, repair/upgrade, refresh, and recovery. Maintaining and troubleshooting all end user IT equipment (computers, monitors, printers, drives, scanners, etc.). Ensures asset lifecycle management best practices are followed from ordering through shipping, deployment, reassignment, recovery, and decommissioning.
You will be:
A people-person
Great with customers
Strong work ethic and ability to work in dynamic work environment.
Able to prioritize and manage your own workload.
Able to quickly troubleshoot and resolve issues.
Main Duties and Responsibilities:
Serve as the second point of contact for incoming queries from staff, and external consultants.
Take ownership of assigned tickets through the IT service desk, ensuring timely resolution
Update the ticketing system, ensuring notes, progress and required actions have been input promptly.
Maintain an accurate inventory of all IT devices issued to staff, conducting regular audits.
Diagnose and resolve hardware and software issues.
Install, configure, and maintain computer systems and software.
Troubleshoot network connectivity issues.
Collaborate with other IT teams to escalate and resolve complex problems.
Provide training and guidance to end-users on software applications.
Experience:
Minimum of 2 years of 2nd line experience.
Experience with more than one operating system such as Linux, Mac OSX, Windows
Experience providing support in a customer service-oriented environment.
Knowledge of ServiceNow ticketing system is preferable.
Ability to work effectively in a fast-paced environment.
In depth knowledge of Microsoft domain infrastructure; Active Directory, DNS
Experience with security software and tools
Laptop roll-outs and upgrades
Mobile device support – Intune
PHYSICAL REQUIREMENTS:
We offer:
Aside from working in an open, relaxed and collaborative environment, you'll enjoy:
Competitive salary and benefits package.
Collaborative and inclusive work culture.
Career development and growth opportunities.
Employee share program
Company bike, job ticket
Mentoring program for intensive onboarding training and further education opportunities
Company canteen and company doctor on site
Employee stock purchase program (15% discount on Qualcomm stock purchase)
Discounted membership in the body + soul fitness center (just around the corner!)
Minimum Qualifications:
• High School Diploma or equivalent.
• 3+ years of experience in IT, Engineering Support, or related area.
• 2+ years of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).
Physical Requirements:
• Frequently transports between offices, buildings, and campuses up to 2 miles.
• Frequently transports and installs equipment up to 40 lbs.
*References to a particular number of years experience are for indicative purposes only. Applications from candidates with equivalent experience will be considered, provided that the candidate can demonstrate an ability to fulfill the principal duties of the role and possesses the required competencies.
Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.
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