Help Desk Technician

Location: Sunnyvale CA Onsite Monday - Friday 8AM to 5PM PT

Onwards Together!

Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Powered by the Illumio AI Security Graph, our breach containment platform identifies and contains threats across hybrid multi-cloud environments – stopping the spread of attacks before they become disasters.

Recognized as a Leader in the Forrester Wave™ for Microsegmentation, Illumio enables Zero Trust, strengthening cyber resilience for the infrastructure, systems, and organizations that keep the world running.

Our Team's Vision:

We are seeking a motivated and detail-oriented Level-1 Corporate IT Support Technician to join our dynamic IT team. The ideal candidate will have experience working with ticketing systems, providing technical support for PCs, Macs, Office 365, and other critical business applications. This role will primarily focus on assisting employees with IT-related issues, maintaining hardware and software systems, and contributing to the overall efficiency of our IT operations.

Your Impact: 

- Provide frontline technical support to employees via various communication channels, including in-person, Slack, Zoom, and ticketing system.

- Respond to and resolve IT support tickets efficiently within established service level agreements (SLAs).

- Provide technical assistance to employees for hardware, software, and network-related issues and service requests, primarily involving PCs, Macs, Office 365 applications.

- Support IT related onboarding and offboarding procedures including account creation, laptop setup, and user provisioning.

- Install, configure, and troubleshoot laptops, and peripherals.

- Collaborate with the IT team to maintain and update hardware and software inventory.

- Assist with the setup and maintenance of audio/video equipment, including Zoom Rooms and other conferencing systems.

- Contribute to the administration and maintenance of user accounts and permissions within the company's Active Directory and Okta environments.

- Contribute to documentation efforts, including creating knowledge base articles and guides for common technical issues.

- Assist in the management of user accounts, permissions, and access controls.

- Participate in IT projects, upgrades, and system deployments as needed.

- Stay up-to-date with industry trends and best practices in IT support.

Your Toolkit:

- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

- Customer first oriented approach to service.

- Strong familiarity with IT ticketing systems and their workflows.

- Proficiency in providing technical support for PCs and Macs, including hardware and software troubleshooting.

- Proficiency in administering user accounts in Active Directory, Azure Active Directory, or Okta.

- Experience supporting Microsoft Office 365 applications, including Outlook, Word, Excel, and PowerPoint.

- Basic understanding of networking concepts and protocols.

- Excellent problem-solving skills and attention to detail.

- Effective communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

- Ability to work collaboratively within a team and independently when required.

- Strong organizational skills to manage multiple tasks and priorities effectively.

Plus Factors:

- Experience with Zoom and Zoom Rooms setup, troubleshooting, and support.

- Familiarity with audio/video conferencing equipment and setups.

- Understanding of Okta single sign-on and identity management solutions.

- Basic knowledge of Active Directory and user management.

- Exposure to mobile device management (MDM) solutions.

- Certifications such as CompTIA A+, Microsoft MTA, or equivalent.

 

Compensation:

$32.19 - $37.02  Hourly rate

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include responsibilities of the job, education, location, experience, knowledge, skills, abilities, and internal equity, alignment with market data, or applicable laws. 

At Illumio we offer a wide range of benefits to our eligible team members. Our benefit programs vary by location and can include Medical, Dental, Vision Coverage – Health and Dependent Savings Accounts – Life and Disability Programs – Paid Parental Leave – Voluntary Benefit Programs – Company Spons