Senior. Support Specialist

Upwork (formerly Elance-oDesk) is the world’s largest freelance talent marketplace. As an increasingly connected and independent workforce goes online, knowledge work —like software before it— is shifting online as well. This shift is making it faster and easier for clients to connect and work with talent in near real-time and is freeing professionals everywhere from having to work at a set time and place.

The Upwork Corp IT team is looking for a Senior Support Specialist to be responsible primarily for user support (onsite and remote). The person will also assist in teleconference and A/V support, and various tasks. An ideal candidate will work well in a fast-paced environment with a high volume of on-going tasks and very fast turn-around time. In this direct customer facing role, top notch customer service and communication skills are a must. Outstanding troubleshooting skills and logical thinking are essential. Must be able to perform multitask and work efficiently under high pressure. The position is based in Mountain View, CA.

* Provide top notch service to both onsite and remote users * Image laptops (PC and Mac). * Perform user account management via Okta, LDAP, Active directory. * Create and update IT documentation and knowledge base. * Support various cloud based applications (Google Apps, Okta, CrashPlan, etc) * Support RingCentral phone system * Assist in supporting teleconference software/hardware (Bluejean, Google Hangouts, Google Chrome Box) * Support network printers/scanners * Diligently monitor and update IT inventory

* 3 - 5 years helpdesk support experience * Strong logical thinking, and troubleshooting skills * Advanced technical expertise with Mac and Windows OS, as well as Lenovo and MacBook hardware * Outstanding customer service skills * Excellent organizational skills and multi-tasking abilities * Emphasize on task quality (be thorough, detail-oriented, responsible) * Work efficiently and effectively without sacrificing quality * Be a team player with strong communication skills * Experience supporting conference room audio/video equipments, especially with Google GVC/Chrome Box is a big plus * Experience supporting Atlassian software (Jira, Confluence) is a plus