IT User Support Specialist

At Backroads were passionate about connecting our guests with so many of the most beautiful places in the world. We use our four plus decades of expertise to create exceptional biking, hiking and multi-adventure trips in over 50 countries for people wanting a deeper and richer travel experience.

We travel on land as well as by small luxury ships on active river and ocean cruises. Our trips are for all ages including dedicated itineraries just for families.

We are known for our unwavering attention to quality. We have a dynamic work environment and a strong company culture.

This is a full-time position based in our home office in Berkeley, CA

REPORTS TO : IT Manager

DUTIES AND RESPONSIBILITIES :

• Create & maintain user account across a wide variety of applications including Active Directory, server and file access permissions, Exchange, Office 365, Salesforce, etc
• Phone system user account management.
• Support users local and remote in day to day activities; PC and application troubleshooting.
• Manage Printers and faxes as needed by user community.
• Maintain & Improve customer service, perception, and satisfaction with clear and concise communication.
• Escalate user, service or project (all) issues to next level service when required.
• Develop in-depth knowledge of our growing service catalog and how it relates to users and company needs.
• Ongoing documentation of processes and procedures related to duties and responsibilities
• Enter all work as service or project tickets into ticketing system.

REQUIREMENTS & QUALIFICTATIONS :

• 2 year of experience in an IT support role
• Experience with Active Directory and Exchange / Office 365 Account Management.
• Experience supporting Windows 10 from a hardware and software perspective.
• Working knowledge of Windows Server permissions for user access to shares, folders and files.
• Working knowledge of remote access technologies such as VPN, RDP, etc
• Familiarity working with Audio / Visual and video conferencing programs and equipment.
• Ability to communicate with end users to understand their needs.
• Effectively manage, organize, and prioritize work in a fast-paced environment
• Excellent people skills, including good verbal and written communications skills
• Excellent decision making, troubleshooting, problem solving, and analytical skills
• Strong desire to continue to advance ones technical skills and curiosity to work with new technologies in a rapidly evolving field
• Able to assess, negotiate, and resolve questions and problems
• Skilled at managing and meeting end user expectations
• Coordinate desk and PC moves (Move, Add, Change)
• Able to lift 45 pounds

DESIRED, BUT NOT REQUIRED :

• Working knowledge of Powershell / any scripting language for Exchange and Exchange online / automating tasks
• Experience with Mac OS X & mobile technologies

Education

• A degree or diploma in Computer Science, Management Information Systems, or a related field is a plus. Equivalent work experience may substitute.
• Industry Certifications, such Microsoft Certified Solutions Associate (MCSA), Microsoft Certified IT Professional (MCITP), Cisco Certified Network Associate (CCNA), and / or VMware Certified Professional (VCP) are a plus.

Competitive salary plus excellent benefits including comprehensive medical, dental and vision insurance, 401(k), flex plan, generous time-off and travel benefits, and more.

To apply, please send a cover letter explaining why you think youd be a great fit for Backroads and this position along with your resume and salary requirements to staffing@backroads.

com with User Support Specialist in the subject line of your email.

Backroads is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Location Berkeley, California