IT Support, Sr Associate

About the Team 

We are a dynamic technology team focused on providing exception customer service to Synopsys employees across the United States, Canada, Mexico, and Chile. Our team is responsible for 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 is continuously working 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 are seeking 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 on-going project and site activities at our Mississauga, CA and Markham, CA sites and reliable transportation between them.  

• 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 to new systems.  

• Thorough understanding of PC computer hardware and efficient troubleshooting techniques of issues that typically extends beyond basic troubleshooting.  

• Support the new hire experience through weekly meetings and presentations.  

• 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 lead initiatives from start to finish with minimal supervision 

• Basic understanding of networking and general IT infrastructure 

• Fully proficient with Windows and =MAC Operating Systems 

• Excellent problem-solving skills, strong logical reasoning, and solution-oriented mindset 

 

  

Secondary Duties and Responsibilities:  

• Assists in maintenance of network equipment, phones, and teleconference equipment, including tracking of assets, inventorying, retiring and disposal 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.  

• Has working knowledge of the mobile wireless operating systems (iOS and Android)  

• Have a base knowledge of networking terms and infrastructure.  

• Experience with navigating and troubleshooting networking options (Wifi, Wired, VPN) on a PC.  

 

Skills and Knowledge:  

• Excellent written and spoken English  

• Applicants must be familiar with the Microsoft Office Suite. Extensive experience with Excel and SharePoint a plus  

• Ability to maintain effective relationships with colleagues and internal customers  

• Ability to communicate highly technical information to both technical and nontechnical personnel  

• Be able to conduct training programs designed to educate an organization’s computer users about basic and specialized applications  

 

 

Soft Skills we are looking for 

• Energetic and capable of learning new technologies as necessary 

• Team player – able to work independently 

• You genuinely care (about others, about doing a good job, about minute details, and about yourself) 

• You take ownership of projects and tasks assigned and have pride in the quality of your work 

• Calm under pressure when working with internal customers ranging from a standard user to our top executives 

• Embodies the Synopsys “Yes, If” mindset regardless of audience or opportunity; this means answering challenges with a “Yes, If” rather than a “No, because” attitude 

• Strong inter-personal and communication skills along with the ability to multi-task and solve problems independently 

• The ability to interact with all levels of management and people with different styles 

• Strong customer focus is essential. Able to work in a high pressure and ever-changing environment 

• One that strives to continuously build knowledge and skills 

• Detail oriented 

• Completes tasks correctly and on time 

• Follows policies and procedures 

• Supports Synopsys’s goals, values, and mission 

• Contributes to building a positive team spirit 
    

  

Advantageous skill areas that will give you an edge: 

• Jamf Management experience and advanced MAC troubleshooting skills 

• Understanding of collaboration tools (Zoom/Teams) and conference room technology 

• Understanding of standard order processing and associated support tasks 

• Fundamental understanding of common networking principles and troubleshooting 

• Ability to create, interpret and modify network/cabling diagrams 

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