Desktop Support Technician

Description

A Desktop Support Technician that possesses a strong customer service orientation, sound technical skills, integrity, and a passion for excellence. The right candidate will be extremely detail-oriented, able to multitask in a demanding environment, and possess exceptional communication and organizational skills. The right candidate will have a "do whatever it takes'' attitude and possess great pride in their work.

Job Duties and Responsibilities

• Provide hardware and software support - In an efficient and professional manner assist user issues like the following:
  • Both Mac and Windows and software knowledge/troubleshooting
    • Use Webex Remote Support to diagnose and troubleshoot Remote users
    • Interface with Dell to provide warranty support on systems
    • Installation of operating systems and other standard software for new systems or re-imaging both onsite and remote
    • Understanding how to troubleshoot issues with: connectivity, blue screens, viruses and printing for both on- and off-site users; coordinate and schedule with Dell Engineers for on-site break-fix.
    • Basic understanding of DHCP / DNS, Active Directory, wireless connectivity / wireless hotspots, printers, viruses, remote access (VPN) and Windows Domain account issues.
    • Work with the network team on basic troubleshooting and tasks
    • Experience troubleshooting Google Workspace, MS Office, Box, Cisco Video Conference systems and WebEx is preferred
  • Management of asset Inventory and detailed record keeping is essential
  • Some lite Cell phone support
    • Deployment, collection, keeping inventory
    • Resetting and wiping
• Customer Service - Assist users in a prompt and courteous manner through the following methods:
  • All Ticket Support using Wolken (Ticket Platform)
    • Incident: Various troubleshooting scenarios on end-user devices
    • Task: Deployment, Collection and configuration of end-user devices
  • Email through Google Mail
    • Knowledge of Microsoft Outlook is a plus
  • Chat platforms. Google Chat and Slack
  • Calls made through WebexCalling
  • Video Conferencing through Webex
• Special Projects - Various tasks and other non-technical responsibilities will be required such as the following:
  • Provide Technical training to users through video conferencing or in person
  • Create Technical documentation
  • Verify and test new softwares and/or Processes
  • Assist with placing technical signage around the office when needed
  • Possible travel to other locations

Work Hours and Benefits

• 8-5 Monday-Friday
  • No weekends or Overtime (Exceptions on special projects)
  • Paid holidays
  • Paid Sick Days and Vacation
  • 401k and medical benefits
  • 60 minutes lunch
• In person work, not work from home
  • Structured training is provided
  • Cutting edge workspace with innovative technology
  • Supportive staff with accommodating leadership
  • Great work life balance

Qualifications

• Experience in a corporate Helpdesk and/or Desktop support environment is preferred
• Consider themselves as "Tech-Savvy" and willing to learn new ideas
• Must Understand and communicate technical concepts and provide clear technical instructions in simple terms
• Excellent customer service skills to work effectively with clients
• Understanding of Windows 10 Operating System
• Understanding of Mac OS is a plus
• Ability to work well with other people in a team-oriented environment
• Ability to professionally handle conflicts
• Must be professional, self-motivated, resourceful, flexible and work with minimal supervision
• Must be able to follow through procedures and protocols as outlines by senior management