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IT Support Specialist I/II

Salary: $45,000-$49,000; Commensurate with Experience

Location: Propark Mobility Corporate Headquarters

Work Modality: Fully In-Office

Work Type: Full-time Opportunity; Full Company Benefits

Work Hours: The position is from 7 AM to 3:30 PM Monday through Friday, with possibilities of on-call after 5 PM, weekends, and holidays on a rotating schedule as needed.

Position Summary:

As Propark’s IT Support Specialist, you will be the first point of contact for our users when they encounter technical issues. You will provide essential Tier I/II technical assistance and support to resolve hardware and software problems, ensuring our users can work efficiently and effectively. We are looking for a team player who is eager to grow and contribute to our dynamic team.

Minimum Job Qualifications:

  • High school diploma or equivalent. A degree or relevant certifications are a plus but not required.
  • 1-3 years of IT helpdesk experience and/or industry-standard certifications (ex. CompTIA A+, CompTIA Network+, CompTIA Security+, MS-900 or AZ-900)
  • Strong knowledge of Microsoft Entra (Azure) Active Directory and Microsoft 365 admin center
  • Knowledge of computer imaging and provisioning
  • Excellent communication and interpersonal skills.
  • Customer-centric mindset with a commitment to providing top-notch customer service.
  • Problem-solving skills and the ability to think on your feet.
  • Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
  • Ability to work collaboratively in a team environment and a willingness to learn and grow within the company.

Essential Duties and Responsibilities*:

  • Help Desk Support: Respond to and resolve incoming support requests via IT Support ticket system, phone, email, or chat, delivering exceptional customer service.
  • Tier I/II Troubleshooting: Diagnose and resolve technical issues related to hardware, software, network, and peripheral devices.
  • Documentation: Maintain detailed records of support requests, troubleshooting steps, and solutions provided for future reference.
  • Software Installation and Updates: Assist with the installation, configuration, and troubleshooting of software applications.
  • Hardware Support: Provide basic hardware configuration and support for desktops, laptops, printers, and other peripherals.
  • User Account Management: Assist with user account setup, password resets, and access control.
  • Remote Assistance: Utilize remote desktop tools to provide support to clients when on-site visits are not necessary.
  • Knowledge Sharing: Collaborate with team members to share knowledge and develop troubleshooting best practices.
  • Escalation: Escalate complex issues to Tier 2 or Tier 3 support teams when necessary while ensuring timely communication with the client.
  • End-User Education: Deliver speculative technology recommendations based on end-user needs and educate clients on basic IT procedures and best practices.
  • Other ad hoc duties/projects as required related to IT support

Qualities we look for:

  • Technical Proficiency: A strong foundation in technical skills, including a deep understanding of hardware, software, networks, and systems. Staying current with emerging technologies and continuously updating technical knowledge is imperative.
  • Customer Service and Communication: Exceptional customer service skills and the ability to effectively communicate complex technical information in a clear and understandable manner to users with varying levels of technical knowledge.
  • Problem-Solving Abilities: Strong problem-solving skills and the ability to think on your feet to diagnose and resolve technical issues efficiently.
  • Adaptability: The ability to adapt to the ever-changing tech environment and anticipate the needs of users and the organization.
  • Attention to Detail: Attention to detail to ensure accurate documentation and effective troubleshooting.
  • Time Management: The ability to manage time effectively, prioritize tasks, and meet deadlines while handling multiple support requests.
  • Team Collaboration: A collaborative mindset to work effectively with team members, share knowledge, and develop troubleshooting best practices.
  • Patience and Empathy: Patience and empathy to understand and address user concerns, providing a positive support experience.
  • Continuous Learning: A willingness to learn and grow within the company, staying updated with the latest industry trends and certifications.

What Propark will provide for you:

  • Free Parking!***
  • Phenomenal Benefits Package, including medical, dental, vision, and 8 supplemental insurances, including pet insurance!
  • Paid Holidays, Vacation, Wellness, and a paid day off for your birthday!
  • Opportunities to build a career – we are in a high growth trajectory and always try to hire from within first

Physical Demands and Working Conditions (including but not limited to):

The physical demands of this position and the work environmental characteristics described below are representative of those that must be met by an employee to perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential job functions.

Physical Demands: The employee will be required to stand, walk, sit, use hands-to-fingers, handle tools or controls, reach with hands or arms, talk and hear. Employee must occasionally lift and/or move objects up to 25lbs.

*This list is not all-inclusive. The full job description will be provided at your interview.

*** Free parking while working at your assigned Propark location(s).

Propark is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

Please go to the Propark corporate careers portal to view our CPRA Applicant Notice and Privacy Policy for the state of CA. This policy will also be emailed to you upon receipt of your application.