Desktop Support

Redwood City, CA 94065

Posted: 10/30/2018 Employment Type: Contract Industry: Help Desk Job Number: 51445

Support Technician
The Support Technician provisions and maintains team member and contractor computing devices (e.g. laptops, tablets, and peripheral devices such as monitors, printers, and scanners) by installing, troubleshooting, and resolving hardware, software, network and audio-visual technology issues. This Support Technician exhibits excellent customer service and communication skills in all interactions.

Hardware/Software Installation
  • Responds to service requests regarding the installation of hardware and software for team member and contractor computing devices.
  • Carries out the hardware provisioning process.
  • Delivers, installs, upgrades, relocates, and disposes of hardware.
  • Provides basic user training on equipment.
  • Maintains documentation of assets in configuration and asset management systems.

Incident Management
  • Performs team member support, troubleshooting, and resolution of hardware and software issues for desktops, laptops, tablets, mobility, audio-visual equipment, and peripheral devices.
  • Performs research and develops solutions for hardware and software issues.
  • Updates incident records and knowledge base with appropriate and timely information.
  • Resolves incidents within established SLAs.

Problem Management
  • Recommends solutions, resolves problems associated with incidents, and updates problem records.
  • Conducts root cause analysis.
  • Works with engineering teams in the problem resolution process.

Customer Service
  • Recommends solutions, resolves problems associated with incidents, and updates problem records.
  • Conducts root cause analysis.
  • Works with engineering teams in the problem resolution process.

Knowledge, Experience & Qualifications

Essential

Windows 7 – 10 or Mac OS

Office365

ServiceNow for Help Desk ticketing

Basic networking (TCP/IP)

Microsoft Office including Outlook

Customer service

A+ Certification

Desirable

Active Directory and LDAP Services

WiFi connectivity

Mobile OS (iOS or Android)

VOIP telephony

Scripting (DOS, Powershell, BASH)

Audio visual

MCP

ACMT
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