IT Service Desk Technician

About the Role

UCT is looking for a talented Engineer I, IT User Support to join us in Hayward, CA. The Engineer I, IT User Support provides responsive technical support and IT services to local and global users, ensuring reliable operation of hardware, software, network, and facility access systems. This role troubleshoots technical issues, manages user accounts and endpoint devices, supports network infrastructure, and administers systems such as badge access, CCTV, and timekeeping platforms. By resolving service requests, maintaining accurate documentation, delivering user training, coordinating with vendors, and supporting IT projects, the Engineer I helps maximize system availability, enhance user productivity, and ensure compliance with security, data privacy, and IT service standards.

Essential Duties and Responsibilities

• Offering assistance to both local (Hayward, Fremont and San Jose sites) and global users encountering technical issues with hardware, software, networks, and other IT systems.
• Diagnose and resolve technical problems, utilizing various tools and methodologies to identify root causes and implement solutions.
• Install, configure, and maintain computer hardware components such as desktops, laptops, printers, and peripherals.
• Install, configure, and update operating systems, software applications, and drivers as needed.
• Create, modify, and deactivate user accounts across various systems and applications, ensuring security and access control.
• Assist in the setup, configuration, and maintenance of local area networks (LANs), wide area networks (WANs), and other network infrastructure components.
• Manage door access system, CCTV, employee's clocking system.
• Assist in tasks & projects assigned by local and corporate.
• Maintain accurate documentation of IT systems, procedures, and configurations, and share knowledge with team members and end-users.
• Conduct training sessions and provide user education on IT best practices, tools, and procedures to enhance productivity and security awareness.
• Liaise with IT vendors and service providers to procure hardware, software, and services, and coordinate support and maintenance activities as necessary.
• Stay updated on emerging technologies, trends, and best practices in IT support, and propose and implement improvements to enhance efficiency and effectiveness.
• Manage and prioritize incoming support tickets and service requests, ensuring timely resolution and effective communication with stakeholders.
• Ensure compliance with organizational policies, procedures, and industry standards related to IT security, data privacy, and service delivery.
• Provide excellent customer service by communicating effectively, empathizing with users' concerns, and striving to exceed expectations in resolving issues and meeting needs.

Qualifications

• Bachelor's degree (or equivalent experience) in computer science or related field.
• 3+ years of experience.
• Organized and meticulous.
• Good coordination and interpersonal skills.
• Good team player and able to work with minimal supervision.
• Experience in Microsoft Office 365, Windows 11, Server OS.
• Experience in desktop/laptop hardware.
• Demonstrated ability to support networked printers, photocopiers, scanners, and multifunction devices.
• Knowledge in Active Directory, LANs, Data Backup, Print Server.
• Basic knowledge of VOIP systems.
• Basic knowledge of physical Ethernet cabling.
• Basic knowledge of shared storage (NAS/SAN).
• Basic knowledge of ethernet networks.
• Customer orientated with positive working and pleasant attitude.
• Ability to work in cleanroom environment.
• Ability to manage priorities and expectations in a fast-paced environment.
• Good documentation skill.
• Require lots of walking within the premise and carrying IT equipment as required.

Preferred Qualifications

• ITIL v4 Foundation, CompTIA A+, Microsoft Fundamentals, Microsoft Md-102 preferred.
• Mac & Apple product support experience is a plus.
• Barcode printer setup and label design is a plus.

Pay

The pay range for this position at commencement of employment is expected to be between $62,400.00 and $81,200.00/year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including variable pay and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO (Paid Time Off) and parental leave), dependent on the position offered. Details of participation in these additional compensation and benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.