Senior IT Support Specialist

Riggs Distributing, Inc. is a luxury appliance distributor based in Burlingame, California. We distribute Sub-Zero, Wolf, Cove, and Best Hoods appliances throughout Northern California, Western Nevada, and Hawaii. Associates at Riggs Distributing must contribute towards our company values of Be Bold. Be Open. Be Gracious. Be ALL IN. Our core focus is to deliver exceptional support through quality interactions and amazing experiences.

Riggs Distributing, Inc. is growing, and this growth is driven by an expanding team of smart, motivated, and caring individuals. Our special and unique culture is of utmost importance and is essential to the success and growth of our team. The most important asset in our organization is the team that shows up to work every day with a positive attitude, because we are real people striving to do real good together. To succeed in this, we are adamant about adding the right individuals to our team who will support and protect our core values.

The Senior IT Support Specialist will provide support to resolve technical issues including administration and maintaining reliable operations of the company’s technology systems & infrastructure. This role will be required to capture, document, update, and maintain information technology and business processes.

This is a full-time (40 hour/week), onsite, exempt position, and will report directly to the IT Director. This position has no direct reports and will be required to be on site at one of our locations as needed.

Responsibilities, Expectations and Key Processes include but are not limited to:
Capture, document, update, maintain and disseminate information technology and business processes –

• New hire provisioning/ deprovisioning
• Account creation
• Application installation and configuration
• Own and conduct onboarding and offboarding of employees
• Provide technical and operational guidance
• Provide technical support.
• Coordinate IT upgrades and changes
• Manage, set up, maintain company systems
• Microsoft (Azure AD, Microsoft 365 Suite, Microsoft Exchange Online, Microsoft SharePoint, etc.)
• Cisco Meraki & Network Infrastructure
• Apple Business Manager
• Inventory Management
• Vulnerability management and endpoint security
• Email security
• Zoom
• KnowBe4
• LastPass
• Logmein
• Microsoft 365 Backups
• Jira administration
• Mosyle management
• Printer management

Manage, set up, and maintain company’s IT assets

• Cell phones
• Office phones
• Tablets
• Laptops
• Printers

Implement portions of larger well-defined projects on time

Coordinate safe and secure e-waste of decommissioned hardware

Manage, set up, and maintain contracts for:

• Office equipment maintenance
• Equipment, & office accessories replacement and/or additions

Guidelines for Success:

Demonstrates Grit: Team member demonstrates ability to persevere when things get hard and/or situation is ambiguous; will make tough decisions, act on them and be consistent; willing to deal with consequences when unsuccessful and move forward undeterred.

Is Curious: Team member exhibits and embraces curiosity; seeks to understand; demonstrates creativity, thinks beyond the first possible solution; recognizes there might be more to discover.

Listens & Influences: Team member asks valuable questions and listens for concerns, unspoken questions and underlying or root issues. Builds productive, honest relationships with customers and other team members, exercising influence and persuasion with integrity.

Interacts with Polish: Team member is an effective communicator, from emails to presentations to thoughtful questions; able to articulate their point of view and demonstrate confidence in their ability to make a positive impact; creates valuable experiences for those with whom they interact.

Anticipates: Team member sees the possibilities, identifies customer and/or other team member needs and offers solutions before they may even know they exist.

Contributes Valuable Ideas: Team member is able to "connect the dots" based on a variety of inputs (industry knowledge, trends, data, customer conversation, personal observations, etc.); demonstrates critical thinking and provides helpful solutions.

Impacts the Company & Customers: For both customers and company objectives, team member weighs tasks and contributions against the "big picture" and long-term organizational goals; devotes time and actions to most valuable pursuits; thinks about the company's success instead of just their own.

Acts Like a Business Owner: Team member operates as if Riggs Distributing is their own business; understands company operations and considers self to be invested in the customer as if an owner.

Contributes within a Team: Team member collaborates with others to produce work and drive results, grows others who can advise customers by sharing information and creating valuable experiences, and enables teams to work productively together.

Job Requirements:

• Bachelor's Degree or equivalent IT Experience
• 5 years’ experience providing technical support in a corporate environment
• Proficiency in SharePoint administration, configuration, and management of sites, pages, and Intranet
• Jira Service Management experience including administration, managing, and configuration of the ticket-based enterprise workflow
• Knowledge & experience with the setup, administration, and support of the following:

• Azure AD
• Azure VM
• Microsoft (Azure AD, Microsoft 365 Suite, Exchange Online, SharePoint, etc.)
• Mac & Windows operating systems
• Microsoft Server Administration
• App packaging and deployment to Windows machines and iOS/iPadOS devices using Microsoft Intune
• Policy configuration and deployment to Windows machines, iOS/iPadOS devices using Microsoft Intune
• App packaging and deployment to MacOS devices using Moysle
• Policy configuration and deployment
• Cisco Meraki (or similar) networking equipment
• Hosted VoIP solution: 8x8 Phone Systems
• Corporate wireless solution
• Application and patch management
• Vulnerability management
• Network systems including routing protocols, switches, firewalls, VPN, wireless access points, enterprise server platforms and remote access systems
• Cabling and Rack Hardware
• Mobile devices: Apple & Andriod
• Endpoint security
• Data Backup
• Demonstrates experience in managing the selection and implementation of technology applications and tools
• Experience in business analysis; capturing business requirements and processes
• Requires the ability to gather, organize, and analyze information in the completion of assignments
• Provide excellent IT service with a focus on delivering world-class user experience for Rigg’s employee community
• Must have a clean driving record

Physical Requirements:

Riggs Distributing, Inc. strives to promote employee health and wellness by paying special attention to prevention of accidents in the workplace which may result in property damage, injuries, or loss of life. We support team members working safely and ask everyone to report any safety or health concerns that could reasonably be encountered while performing their role at a Riggs-owned location or while working from home.

• Must adhere to ergonomic best practices and maintain awareness of risks of injury and ensure that environments are maximized for comfort and productivity
• Must be able to perform general functions and responsibilities in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level
• While performing the functions and duties of this job, employee is regularly required to sit, reach with hands and arms, walk, and talk or hear
• This job requires some stooping, kneeling, bending, and use repetitive motions
• Must be able to occasionally lift and/or move up to 10 lbs
• Moderate dexterity application of basic skills to use calculator, keyboard, phone, and hand/eye coordination