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Desktop Technician

1 month ago

Mountain View, United States Catapult Solutions Group Full time

Desktop Technician

Mountain View, CA (onsite)

18+ month contract engagement



The role of Desktop Technician is to help employees with all facets of the corporate computing environment. The Desktop Technician must combine an understanding of Macintosh & Windows with firsthand experience. Excellent communication and interpersonal skills combined with technical skills are essential to providing a “high touch” level of support to the employee community.



  • Duties range from remote desktop assistance to providing support over the telephone to troubleshooting issues that arise with computers.
  • May also serve other IT department roles such as ensuring that all of the computers in their company's network are backed up, safe and secure.
  • May also deploy security updates to all the systems in their companies' servers and computers to make sure they are never compromised.
  • May be required to show staff members how to use their company's computer programs and networks and how to adhere to security standards.
  • Format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users.
  • Coordinate with vendors to resolve problems. Add or replace memory, new keyboards, motherboards, and other components.
  • Set up and troubleshoot domains, user accounts and software accounts.
  • Configure, test, and troubleshoot network connectivity and wireless access for local and remote computers or devices.


Responsibilities:

  • Ability to troubleshoot software, hardware and connectivity issues remotely
  • Ability to understand & articulate root cause on customer issues
  • Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
  • Familiarity with encryption and security tools and triaging within this environment
  • Assist customers in gaining access to various systems and servers
  • Provide support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco/Polycom telephony
  • Setup and maintain shared mailboxes/distribution lists in Exchange Distribute and patch software using UEM and HUB technologies
  • Communicate call trends and challenges in daily team meetings
  • The ability to take on small projects from start to finish
  • Keep Knowledge Base and process documentation up-to-date • Work closely with the team to resolve or properly close aging tickets
  • Manage the individual and ticket queue for the team
  • Ensure the highest level of customer satisfaction
  • May require deeper systems knowledge and extensive partnership on projects with Tier 3 engineering teams
  • Maintain process ownership and expertise for a specific area as a Knowledge Domain Expert


Qualifications:

  • 3-5 years of Service Desk and Desktop Support experience for both PC and Mac required
  • Experience working with multiple customers face to face in a ‘Walk Up Bar’ type of corporate environment is preferred
  • Certifications obtained or working towards: ACMT, CCT, ITILv4, Comp/TIA
  • Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively
  • Passionate about providing excellent customer service and follow-thru to completion
  • Minimum of an Associate's Degree in a computer technology or equivalent from two-year College or technical school
  • Familiarity supporting Mac OS X & Windows 10/11
  • Previous experience with Microsoft Office is preferred
  • Good problem solving, diagnosis and troubleshooting skills
  • The ability to work under pressure in a fast paced environment is a must
  • Familiarity with wired and Wi-Fi Networking with Windows Active Directory
  • Familiarity with Exchange, AD, Software Distribution Systems, and related technologies
  • Familiarity with Video Conferencing support and communication technologies such as Zoom is a plus
  • Working knowledge of collaboration tools such as Slack, Box, Google Suite
  • Familiarity with ticketing systems such as Service Now is a plus
  • Strong mobile support (Android, iOS, etc) experience
  • Ability to work independently and within a team


Required Skills:

Knowledge of Windows and Mac required

MS Exchange

Will be 95% onsite 5 days week and maybe 5% service desk


Pay & Benefits Summary

  • Health benefits
  • Corporate outings and events.
  • Holiday Pay



Desktop Support | Service Desk | Windows OS | Mac OS | Mobile Device Management | ServiceNow | Active Directory | Microsoft Exchange |