Exponent Looking for Systems Support Specialist at Menlo Park, CA  Full Time

Exponent is a leading engineering and scientific consulting firm that brings together more than 90 different disciplines to solve the most pressing and complicated challenges facing stakeholders today. Our vision is to engage the brightest scientists and engineers to empower clients with solutions for a safe, healthy, sustainable and technologically complex world. We leverage over 50 years of experience in analyzing accidents and failures to advise clients as they innovate their technologically complex products and processes, ensure the safety and health of their users, and address the challenges of sustainability.

We employ experts from top programs at over 500 universities, as well as technical specialists from a variety of industries. At Exponent, we look to hire intelligent and driven people who want to make an impact and grow their careers within a dynamic consulting firm. You will work together with our consultants to provide outstanding service to our clients and to achieve our vision as a pre-eminent engineering and scientific consulting firm. We are excited about your interest in joining our growing team!

Key statistics:

• 1100+ Team members
• 900+ Consultants
• 550+ Ph.D.s
• 30+ Offices globally

We are currently seeking a Systems Support Specialist to join the Information Technology team in Menlo Park, CA. In this role, you will work as part of a team to provide desktop computer support and first-level application and network troubleshooting for users in a Microsoft Windows and Apple macOS environment. The role will be based in our Menlo Park office and there will be a need to travel to the Oakland office when required. You will be part of Exponent’s global IT Support Services team reporting to the Senior Manager of Support Services. You will also provide remote support to all other Exponent offices in the US, UK, Singapore, Hong Kong and Shanghai.

Your responsibilities will include:

• Providing excellent customer service to Exponent employees
• Resolving IT support incidents and service requests including troubleshooting hardware, software and network issues by:
  • Tracking requests through successful resolution or escalating as necessary
  • Actively communicating progress with customers
• Performing personnel on-boarding and off-boarding tasks, including computer preparation and account provisioning
• Coordinating equipment repairs with vendors
• Facilitating and supporting video and web conference meetings
• Leading and participating in IT projects and process improvement efforts
• Ensuring that the technology infrastructure is secure and remains so, working closely with the other regional teams
• Delivering on agreed IT strategy on the achievement of goals and objectives to meet with corporate plans
• Identifying and developing opportunities for continuous improvement
• Maintaining an accurate inventory system and performing regular audits
• Participating and contributing in the IT Support Services team meetings

You will have the following skills and qualifications:

• Bachelor’s degree preferred or 4+ years of IT support experience in a corporate environment
• Exceptional customer service orientation with strong interpersonal skills
• Proven ability to troubleshoot Microsoft Windows 10 and Apple macOS operating systems
• Proven ability to troubleshoot and resolve hardware, software, and mobile device issues
• Proven knowledge supporting Microsoft 365 (Office, OneDrive, Teams) and Adobe software packages
• Experience supporting cloud applications, MFA and SSO technologies
• Experience with:
  • Mobile device management (AirWatch, Intune)
  • Active Directory user administration and Exchange mailbox creation
  • Imaging and disk partitioning solutions (SCCM, Acronis)
  • ServiceNow or equivalent ITSM platform
  • Web conferencing (Microsoft Teams, WebEx, Zoom)
  • Enterprise antivirus solutions
• Fundamental TCP/IP, DNS network troubleshooting including supporting VPN connections
• Outstanding written and verbal communication skills
• Ability to meet established service targets in a fast-paced environment
• Be self-motivated and directed
• Ability to effectively prioritize and execute in a high-pressure environment
• Some heavy lifting may be required
• ITIL v4 certification preferred

Please visit the following link to learn how Exponent and our staff are making an impact:

We value and encourage diversity and inclusivity across all facets of our firm. Having a team built of people with different backgrounds, skills and perspectives allows us to provide better value to our clients and enjoy an enriched work environment.

Our firm is committed to offering a variety of programs and resources to support health and well-being. We believe that providing competitive benefits as well as compensation and recognition programs empowers our staff to do work that makes a difference.

Compensation

The base salary range for this position is $100,000 – $115,000 depending on experience and capabilities which will be assessed during the interview process.

Exponent is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.

If you need assistance or accommodation due to a disability, you may email us at .