1+ months

Service Desk Support Specialist I

Annual Reviews
Palo Alto, California 94306
  • Job Code
  • Job Type
  • Job Status
    Full Time
  • Shift
    1st Shift

Annual Reviews is a nonprofit publisher dedicated to synthesizing and integrating knowledge for the progress of science and the benefit of society.


We offer competitive salaries and excellent benefits including a business casual work environment, support for professional development training, a great health benefits package, a generous vacation plan, support for a strong work/life balance, personal enrichment benefits, a gym reimbursement program, a matching gifts program, tuition reimbursement, regular employee events and celebrations, and most importantly, the ability to work with an amazing group of people who care about each other and their work.


We are currently seeking a full-time Service Desk Support Specialist I in our Palo Alto office who can assist the Technical Support Manager in all areas of client PC and end-user help desk support and network support for ~100 local and remote client stations. We are seeking candidates who are looking to master the management of client technologies and dedicated to providing amazing customer service and doing everything they can to quickly and effectively troubleshoot and resolve user issues.


The days/preferred hours for this position are Monday – Friday from 7:00am – 3:00pm. (We may also be able to consider an alternate schedule of 7:30am-3:30pm.)


Specific Responsibilities include:

  • Responding to telephone calls, email, and personnel requests for Tier 1 technical support and supporting company meetings.
  • Documenting, tracking, and monitoring Tier 1 problems to ensure a timely resolution.
  • Providing Tier 1 support for all user-level applications (Microsoft Office 365, Adobe Creative Cloud, FTP, Chrome, EDGE, etc.).
  • Providing Tier 1 support for all user operating systems (Windows & MacOS).
  • Providing Tier 1 support for all remote access technologies (VPN, Cloud, etc).
  • Providing Tier 1 support for all client workstation hardware including desktop, laptops, tablets, printers, and cell phones.
  • Assisting in all client workstation installations, configuration, deployments, and relocations.
  • Assisting in monitoring client security systems.
  • Providing Tier 1 peripheral hardware support.
  • Performing peripheral hardware installation and configuration on client machines.
  • Performing all client software installations, configuration, and deployments.
  • Assisting in all client operating system installations, configurations, updates, and deployments.
  • Providing Tier 1 end-user support for all client applications including CRM and line of business applications and other company software.
  • Providing Tier 1 support for all telecommunications (VoIP and related hardware).
  • Assisting with other general office duties as needed including but not limited to ordering toner, taking inventory of office supplies or packages, delivering packages, entering facilities tickets on website and interacting with outside facilities vendor in manager’s absence.


Qualified candidates must meet the following requirements:


  • A minimum of 1-2 years of work experience in PC/Network support working in a Windows and Mac environment
  • Experience working with onsite and remote users
  • Experience using and/or troubleshooting Microsoft Windows & Microsoft Office 365
  • Experience with end-user support of Cloud-based applications
  • Experience with Remote desktop or other remote assistance
  • Experience with network topology, printer and network connections
  • Experience installing, configuring and deploying client software and operating systems
  • Experience working with smart phones and tablets OS such as iOS and Andriods
  • BA/BS preferred


Technical Knowledge & Skills:

  • Good PC hardware/peripheral knowledge and strong troubleshooting and support skills
  • General PC software and troubleshooting skills for Microsoft Office 365, MacOS, Anti-Virus/Anti-spyware protection
  • Solid knowledge of virtual environments for both Windows and MacOS
  • General knowledge of remote access technologies
  • Basic scripting skills (PowerShell, Bash, or Python)
  • Basic knowledge of ethernet/TCP/IP networking and network troubleshooting
  • Ability to prioritize well and properly escalate tickets/tasks
  • Excellent analytical and problem-solving skills
  • Experience configuring Microsoft Outlook preferred
  • Prior telecommunications (VoIP) experience helpful
  • Experience with Microsoft Teams and Teams Voice a plus
  • Basic html skills and working knowledge of Microsoft SharePoint a plus


Other Skills & Abilities:

  • Proven ability to provide excellent customer service with a diverse user base
  • Strong verbal communication skills with the ability to communicate clearly, patiently and diplomatically in person or over the phone
  • Demonstrated positive, friendly and professional demeanor with ability to engage with all levels of users up to senior management
  • Strong written communication skills with the ability to clearly update or write documentation or training materials and communicate in a pleasant, professional and helpful tone
  • Demonstrated flexibility and willingness to adapt to alternative ways of accomplishing tasks
  • Ability to get along and work well with everyone including a diverse group of users onsite and in remote locations as well as other members of the technology team
  • Strong team player willing to help others as needed
  • Strong organizational skills and ability to focus on details
  • Ability to learn quickly
  • Strong work ethic, high integrity, & dependable
  • Self-motivated, demonstrates initiative, takes ownership of tasks & has good follow-through
  • Ability to effectively present and review technical presentations with onsite or offsite users
  • Demonstrated strong interest in information technology and learning new skills
  • Willing to work additional hours and/or perform additional tasks (including general office work) as needed
  • Ability to lift, carry and move 10-25 pounds


If you possess the above requirements, please submit your cover letter and resume by applying online at:  



Annual Reviews is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact the Director of Human Resources by email at [email protected] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.


For more information about our commitment to equal employment opportunity, please click on each of the following via our job ad on our career website: (1) EEO is the Law poster, (2) pay transparency nondiscrimination statement, and (3) AR EEO/AA Statement.


Posted: 2020-02-10 Expires: 2020-04-10

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Service Desk Support Specialist I

Annual Reviews
Palo Alto, California 94306

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