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Desktop Support Technician

2 months ago

San Francisco, United States The Phoenix Group Full time

Our client, a prestigious law firm, is seeking a Desktop Support Contractor to support their team in either their San Francisco, Palo Alto, Century City, LA or OC offices


Key Responsibilities:

  • Address user issues reported through our current ITSM tool or management requests and maintain updated tickets throughout the resolution process.
  • Perform the setup, configuration, installation, and maintenance of computer equipment, operating systems, and application software.
  • Evaluate and diagnose hardware and equipment failures effectively.
  • Provide user support for Apple device hardware and management systems.
  • Ensure accurate tracking and maintenance of equipment inventories.
  • Participate in research, data collection, and project execution as required.
  • Ensure the security of workstations against malicious software and facilitate antivirus updates.
  • Undertake escalated tasks and various projects assigned by management.
  • Perform any other duties or responsibilities as assigned.


Required Knowledge, Skills & Attributes:

  • Proficiency in troubleshooting, fixing, and utilizing a range of technologies, including but not limited to:
  • Active Directory
  • Adobe Acrobat
  • Antivirus/malware software
  • Apple mobile devices
  • Cisco Phones/Polycom
  • Computer Encryption (PGP)
  • Desktop Management
  • Document Management Systems (DMS)
  • Document Comparison Tools
  • Helpdesk Ticketing System (ServiceNow)
  • Knowledgebase Systems
  • LAN/WAN/VLAN Systems
  • MDM solutions (Intune)
  • MS Office Suite
  • Network Cable Routing (IT closets)
  • Network Troubleshooting
  • Printers Config/Install
  • Remote Access Tools (RSA)
  • Remote Assistance Software (Proxy)
  • Remote Office Phone Support
  • SharePoint Editing
  • Software Deployment
  • System Management Software (SCCM)
  • TCP/IP Knowledge
  • Video Conferencing (HDVC)
  • Windows 10/11 OS troubleshooting
  • Windows 10/11 Registry
  • Experience in installing, configuring, and troubleshooting computer hardware.
  • Proven track record in resolving issues with Microsoft Office and other desktop applications.
  • Strong customer service and interpersonal skills.
  • Excellent oral and written communication abilities.
  • Effective conflict resolution skills.
  • Results-oriented mindset with a focus on consistent follow-up and closure of tickets.
  • Ability to interact effectively with users at all organizational levels.
  • Capability to communicate technical issues to users in easily understood terms.
  • Familiarity with Project Management processes and ITIL frameworks.
  • Willingness to share knowledge and provide coaching to others.

Education & Experience Summary:

  • 4-7 years of experience in computer hardware configuration and repair within a network environment.
  • Minimum of 2 years of experience in a role requiring strong customer service skills related to end-user computer support.
  • High school diploma is required.
  • A+ certification is preferred.
  • ITIL certifications, specifically v3 Foundations, are preferred.