21 days old

Technical Support Specialist

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 Technical Support Specialist in our Palo Alto office who can assist the Technical Support Manager in all areas of client PC help desk support and network support for ~85 local and remote client stations. We are seeking candidates who are 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, Outlook, Acrobat Pro, WinZip, FTP, Firefox, IE, etc.).
  • Providing Tier 1 support for all user operating systems (Windows & MAC OSX)
  • Providing Tier 1 support for all client workstation hardware including laptops, iPads, and cell phones.
  • Assisting in all client workstation installations, configuration, deployments, and relocations.
  • 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, 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.
  • 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 Macintosh environment
  • Experience working with onsite and remote users
  • Experience using and/or troubleshooting Microsoft Windows & Microsoft Office
  • 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 such as iPhones, iPads and Droids
  • 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, Mac OSX, Anti-Virus/Anti-spyware protection
  • Solid knowledge of virtual environments
  • Working knowledge of SharePoint
  • Basic html and basic scripting skills and basic network analysis
  • Ability to prioritize well and properly escalate tickets/tasks
  • Excellent analytical and problem-solving skills
  • Prior telecommunications experience helpful
  • Experience configuring Outlook preferred


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 Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, age, and protected Veteran status.

If, because of your disability, you require a reasonable accommodation during the application process, please contact the Director of Human Resources at:[email protected].


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Technical Support Specialist

Annual Reviews
Palo Alto, California 94306

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Annual Reviews
Palo Alto, California

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