HelpDesk-System Tech

Overview

TITLE: Help Desk-System Tech

LOCATION: Sunnyvale, CA

Duration: 6 to 12+ Months

Rate: DOE

Description: Responsibilities to include but not limited to:

• Ability to support customers via remote assistance, phone, walkups, chat proficiently
• Proactively respond to incidents and technical service requests as they arise
• Troubleshoot and resolve issues with laptops, desktops, virtual machines, VPN, mobility devices and productivity software such as Microsoft O365, Zoom, Beyond Trust (Bomgar)
• Diagnose hardware issues and replace faulty components
• Troubleshoot and resolve issues related to software and hardware compatibility
• Track requests, issues and solutions using Service Now
• Take ownership of tickets and communicate progress with customers in a timely manner
• Maintain a high degree of customer service for all support requests and incidents
• Manage user and computer accounts using Microsoft Active Directory
• Provide customer service and address customer issues by addressing complex or unresolved issues escalated from Operations Analysts; provide expert advice or identify key contacts to resolve the issue

Additional job responsibilities assigned by manager

• Associate degree/Bachelor’s degree preferred or equivalent experience
• 2+ years in a technical support role
• 3+ years supporting Windows and macOS hardware and software
• Excellent communication and troubleshooting skills
• Ability to multi-task, prioritize and handle pressures well in a fast paced, team environment
• Excellent customer service
• Excellent written and verbal communication skills
• Strong technical, analytical and problem-solving skills
• Familiarity with Networking HW, LAN and Wi-Fi, DNS troubleshooting
• Knowledge of Active Directory users and groups

• Jamf JSS knowledge or Jamf
  200 and 300 (CCT and CCA) certifications is a PLUS
• Microsoft certification is a PLUS
• Experience with security tools like Symantec and Mc Afee