Job description

This is a remote-based position located in the United States, in the Eastern Time Zone.

Calix is seeking an IT Support Analyst to join our team. The primary responsibility for this role will be to assist the Information Technology department with all aspects of technology as it relates to Calix. This includes, but is not limited to, user support, hardware setup, maintenance, and service, assisting with network and infrastructure maintenance, and all other technology needs.

Responsibilities and Duties:
Provide a high level of customer service while supporting Calix team members in a fast-paced environment. Support includes, but is not limited to, laptops, mobile and data devices, cloud-based technologies.
Maintain incoming incident and service requests by managing service desk ticketing system and personal queues.
Assist in preparing and deploying laptops for staff, including configuration and imaging of laptops.
Maintain and troubleshoot laptops, desktops, printers, mobile devices, etc.
Support a variety of operating systems, software, email, infrastructure, and cloud-based technologies.
Hardware and software asset tracking and inventory management.
Coordinate the repair and maintenance of office printers and computing equipment with outside vendors.
Provide on-site technical support at special events, e.g., Calix events, all-hands meetings, etc.
Communicate and collaborate frequently with end users as well as with local, regional, and global support teams.
Maintain configurations of all notebook and desktop computer systems according to established standards.
Document and update technology related instructions and procedures as required.
Oversee and troubleshoot video conference and telecommunications systems in coordination with regional technical resources.

Qualifications:
Calix requires all employees based in North America who will work onsite at a Calix office, attend in-person meetings, and/or travel on behalf of Calix to be fully vaccinated. Calix will consider requests for reasonable accommodations as required under applicable law.
Post-secondary education in technology or equivalent experience.
Experience in working with remote teams.
Experience troubleshooting Windows and MacOS, O365, cloud-based technologies.
Solid foundational knowledge of networking concepts with practical troubleshooting skills to address basic networking issues.
Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area.
Basic skills in the following areas: hardware, software, cloud-based concepts and technologies, networking, and troubleshooting.
Minimum 2-year degree or similar technical training and experience
CompTIA Core Certifications a plus.

Preferred Qualifications:
Focuses on excellent customer service and needs of the user community.
Displays self-starting attitude, resourcefulness, and professionalism.
Reliable and cooperative team player; displays consideration and respect for others.
Displays tact, patience, and the ability to handle stressful situations.
Ability to follow established procedures/standards.
Demonstrates competence and character that inspires trust.
Demonstrates strong ability to identify, analyze and solve problems.
Able to respect all Calix information as personal and confidential.
Focuses on continuous learning to further IT knowledge and career development.
Ability to work independently as well as in a team environment.
Communicates effectively.
Excellent oral and written English.

Location:
Remote-based position located in the United States, Eastern Time Zone.

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