IT Support SpecialistLocation: Alameda, CASpecific Duties and Responsibilities:Provide solutions to technical issues for in-scope IT ServicesMaintain the IT ticketing system ensuring that open tickets are resolved or escalated within defined SLAsCoordinate and respond to incoming IT Service Requests across multiple real-time intake channels (service portal, e-mail, chat, phone, walk-in)Coordinate new PC builds/break fixes/deployments for both production lines and end users.Effectively triage incoming requests, including identification of appropriate routing for a service requestMaintain inventory of laptops, desktops and other personal computer devices; recommend purchases based on anticipated needsManage user and computer accounts for the domain and IT servicesComply with quality system regulations, standards and procedureCoordinate day to day operations for any external service providers managed by ITActively participate as a Global IT member and participate on Global Projects when neededRequired Skills:Bachelor's degree with 5+ years of IT support experience, or an equivalent combination of education and experience.Good oral and written English communication skillsBasic understanding of Windows Active Directory, Group Policy, DNS, DHCP, RDP, printing, and management of user accounts, distribution lists, and security groupsHigh level of proficiency in standard office software tools (Microsoft Office and Mac), AV applications, VPN, and Wi-FiFamiliar with using Remote Systems management and configuration tools such as Microsoft SCCM to deploy software or connect to remote PC'sExperience in using ServiceNow ITSM for Incidents and Request ManagementFocused on problem solving using effective troubleshooting and problem-solving skillsAdditional qualifications:Microsoft and ITIL Foundations Certifications are a plusExperience in a manufacturing environment very helpful.