System Support Technician | Mon-Fri 7-4Pm Pt

Job Title: System Support Technician

Reports to: NOC Manager

Location: Onsite at Quest in Roseville, CA

Days/Hours of Work: Mon-Fri 7-4pm PT; possible weekends and evenings

JOB SUMMARY:

The System Support Technician provides support to Quest’s global operations, both for client service delivery and internal support. This individual provides technical assistance and support for computer systems, software applications, and hardware devices. This role diagnoses and resolves technical issues, configures computer systems, and troubleshoots network connectivity problems. The incumbent will also coordinate activities supporting managed services and professional services. The incumbent will work on various technologies under the NOC Manager and under the guidance of senior technical personnel.

Essential RESPONSIBILITIES:

• Perform installations, integrations, configurations, upgrades, troubleshooting, and performance tuning of various software technologies from multiple vendors.
• Under guidance of senior technical members, perform routine and regularly scheduled maintenance.
• Perform root cause analysis and problem resolution of company workstations and user applications.
• Install, configure, and track inventory of company and client workstations.
• Create, route, escalate, open, close, and assign tickets.
• Routinely work with tickets pre-defined SLAs for response time, updates, and closure.
• Documents and tracks technical Incidents and Events in ticketing system.
• Support user requests, facility escort, and escalate problems to ensure customer service.
• Perform facility inspections documenting and producing summary reports.
• Track, inventory, update records, and work with various personnel to ship and receive equipment.
• Follow standard operating procedures (SOPs) and knowledge based articles.
• Provide Quest HABC Warehouse support.
• Performs other duties and responsibilities as assigned.

JOB SPECIFICATIONS - Knowledge & Skills:

• Experience working with Microsoft desktop operating systems.
• General understanding of IT systems fundamentals and system management & administration tasks.
• General understanding of ticket life-cycle management.
• General understanding of application installation and removal.
• General understanding of Microsoft 365 Email and Azure AD.
• General understanding of Microsoft Active Directory.
• Ability to clearly document and articulate technical issues.
• Ability to handle multiple concurrent site issues and remain calm under high pressure situations.
• Must be reliable and dependable, self-motivated and willing to learn and contribute.
• Ability to work closely with peers and other operations or engineering teams.
• Must be able to work flexible hours, including hours beyond the normal schedule when necessary.
• May be required to work off-hours, weekend & holidays as needed.
• Position may require Travel to customer and Quest locations.

WORKING CONDITIONS / ENVIRONMENT & PHYSICAL DEMANDS:

• Required to work in an environment with moderate noise and cool temperatures.
• Some lifting of hardware of 50 or more pounds, reaching overhead and crawling into tight spaces.
• May be required to work off-hours, weekend & holidays as needed.
• Perform tasks as assigned.

The information above describes the general nature of the position and serves as a summary of the typical job functions. It is not a comprehensive list of all possible job responsibilities, tasks, or duties.

Applicant must successfully complete a company background check including DMV as well as pre-employment screening. Incumbents may be asked to perform other duties as required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.

Equal Opportunity Employer – Minorities, Women, Disabled, and Veterans are encouraged to apply.

WAGES AND BENEFITS:

• Full-time consultant, $19.00 - $23.00 per hour.

ABOUT QUEST:

Quest is a worldwide leader in technology management offering a portfolio of professional, cloud, and managed services. Either on-site or from one of over two dozen secure global service delivery centers, Quest offers Cloud, Disaster Recovery, Security, Network, Server Management and IT Staffing Solutions. QuestFlex®, a unique and flexible service level agreement, provides Quest's customizable services and solutions based on clients' requirements. For more information, please visit our website at: http://www.questsys.com/.