IT Support, Sr Associate

About the Team
We are a dynamic technology team that provides exceptional customer service to Synopsys employees across the United States, Canada, Mexico, and Chile. Our team is responsible for the logistics and support of all end-user laptops across the Americas. The Americas’ Desktop Support team provides software, hardware, and networking support for Synopsys employees. We partner with other regional teams to provide high-quality support worldwide. Our team values include attention to detail, organizational skills, and a strong technical skillset.
 
About Synopsys, Inc.  
Synopsys, Inc. is the Silicon to Software™ partner for innovative companies developing electronic products and software applications we rely on every day. As the world’s 15th largest software company, Synopsys has a history of being a global leader in electronic design automation and semiconductor IP and was recognized by Gartner as a leader in software quality and security solutions. Synopsys continuously works with industry groups to help define next-generation software quality and security testing requirements and standards. For more information, go to www.synopsys.com/software. 
 
General Responsibilities: 
We seek a talented, energetic person to join our team supporting Synopsys’s infrastructure and R&D teams. Our team’s mission is to provide world-class IT Support for Synopsys.   
 
Primary Duties and Responsibilities: 

• Help with ongoing project and site activities at Synopsys Headquarters
• Provide technical support to local and remote employees for hardware and software issues on their laptops and mobile devices.
• Assist in the IT asset life cycle refresh process for new hires and existing employees, including imaging, configuring, and migrating a to a new system also recovery of old system.
• Maintain passwords, data integrity, and file system security for the desktop environment. 
• Support new hire experience through weekly meetings and presentations.
• Travel, as needed, to support field site projects.

 
Secondary Duties and Responsibilities: 

• Assists in maintaining network equipment, phones, and teleconference equipment, including tracking of assets, inventorying, retiring, and disposing of IT assets.
• Assists other teams within the Information Technology organization with the support of their projects, hardware, and software. 
• Assists in the support of the computer room and data center operations. 
• Document troubleshooting and communications in a ticket system and meet relevant ticket SLAs based on the ticket priority.
   

Skills and Knowledge: 

• Fluent in both spoken and written English 
• Proficient with the Windows and MacOS operating systems 
• Applicants must be familiar with the Microsoft Office Suite. Extensive experience with Excel and SharePoint is a plus 
• Has working knowledge of the mobile wireless operating systems (iOS and Android) 
• Thorough understanding of PC hardware and efficient troubleshooting techniques. 
• I have a base knowledge of networking terms and infrastructure and experience navigating and troubleshooting networking options (WiFi, Wired, VPN) on a PC.
• Ability to maintain effective relationships with colleagues and internal customers. 
• Ability to communicate highly technical information to both technical and non-technical personnel. 
• Be able to conduct training programs designed to educate an organization’s computer users about basic and specialized applications. 
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support. 
• Ability to multitask and transition quickly between multiple issues. 
• High level of accountability and ability to manage initiatives from start to finish with minimal supervision. 

 
Experience/Education: 
BA or BS or a minimum of two years of related experience is preferred. 
 
Physical Requirements: 
Ability to move up to 40 pounds of hardware occasionally and the ability to carry a negligible amount frequently to support a variety of office equipment. 

The annual range across the U.S. for this role is between $74,000-$110,000. In addition, this role may be eligible for an annual bonus, equity, and other discretionary bonuses. Synopsys offers comprehensive health, wellness, and financial benefits as part of a comparative total rewards package. The actual compensation offered will be based on a number of job-related factors, including location, skills, experience, and education. Your recruiter can provide more specific details on the total rewards package upon request.