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Senior Desktop Support Technician

2 months ago

San Diego, United States C3I Solutions Full time
* *Shift: Mon-Fri 8:00am-5:00pm PST** *Pay Rate: $34.00/hr** *Location: San Diego, CA**Job Summary:
  • The Senior Deskside Support Technician will provide technical support for the client's campus based personnel. All Senior Deskside Support Technicians are subject to shift changes as required.


With minimal and/or remote supervision, responsible for receiving user tickets through electronic systems, properly documenting all actions taken and communicating effectively with the user community throughout life cycle of a ticket.

Resolves intermediate to complex computer software and hardware problems by applying trouble-shooting and problem solving skills. Installs and configures company standard applications. Supports key service-level goals including response time and end-user satisfaction.


Some of the below listed responsibilities may not be assigned to all Deskside Support Technicians within a given operational team or at a specific client site.

See Operations Leader/Management for clarification on any responsibilities outlined below.

*Principal Responsibilities: (Essential Function)

  • Carry out responsibilities in accordance with the organization's policies, procedures, and state, federal and local laws
  • Ensure compliance with all company policies and procedures, including safety rules and regulations
  • Provide comprehensive technical support services to the Client's internal customers and service providers.
  • Displays a high-touch, high quality customer service, by greeting customers upon entry to the service area, frequent follow-up and proactive attention to their needs.
  • Perform IMAC-related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
  • Resolve reported incidents in the software & hardware environment
  • Maintain incident management system with up to date information on ticket progress
  • Complete assigned tickets in timely manner within the Client SLAs
  • Update asset tracking inventory in accordance with work instructions
  • Provisioning and deployment of internal VoIP telephones
  • Assess reported issues and work directly with Client's service providers for escalation and timely issue resolution, as necessary
  • Effectively communicate with Deskside Supervisor in regards to asset management and break/fix processes.
  • Provide support services for Client's conference rooms, including set up of audio visual equipment as necessary
  • Responsible for maintenance of IT Lab areas and storage rooms.
  • Places orders and takes delivery of inventory as directed.
  • Manage site access via IT badge creation and access management system.
  • Provide white-glove service for VIP's for all incidents, service requests, etc.
  • Schedule and deliver an IT onboarding briefing for the first day of hire, with follow up at end of day to remediate any issues.
  • Provide end user training in applications or operating system fundamentals.
  • Supports end users with virus/malware related issues; helps repair systems; train end users on safe and secure IT behaviors.
  • Perform all duties outlined in the Client Site Technician Checklist.
  • Investigate and resolve Service Desk tickets (Incidents, Problems, Service Requests) as assigned.
  • Collect equipment from offboarding employees.
  • Makes proactive recommendations for site-specific IT improvements.
  • Follow established Asset Management processes in a timely manner to ensure accuracy of inventory quantities and locations
  • Report any potential problem cases to the Deskside Supervisor, Manager or higher escalation levels (Build a "proactive" environment)
  • Replicate and resolve customer incidents in the software & hardware environment.
  • Manage and liaise communications with customers from escalated issues from Level I technicians where Client Home Office personnel are required for resolution.
  • Self-monitoring of tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLA's Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.
  • Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
  • Perform customer support related tasks and special projects as assigned by management.
  • Liaise as necessary interdepartmentally to seek resolutions to all issues reported.
  • Mentor other Deskside Support Technicians as required.
*Job Requirements**Education/Experience
  • High School Diploma or GED
  • Microsoft Certified Professional certification a plus
  • Mac/Apple device knowledge and proficiency may be required for some clients
  • Minimum of 4 years of previous computer support experience
  • Previous call center, computer support, or customer service experience
*Skills
  • Excellent verbal and written communication skills
  • Excellent teamwork skills
  • Coaching and mentoring of Level I technicians
  • Dedication to customer service
  • Ability to exercise sound judgement in any customer service scenario
  • Microsoft Office Suite, Windows Operating Systems, VPN client software (Citrix; Juniper), Remote Desktop tools (Bomgar), and Web-based applications
  • Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
  • Proficiency with LAN/WAN troubleshooting
  • Ability to perform root cause analysis and determine appropriate course of action based on result
  • General knowledge of computer networking
  • Self-motivated and ability to work on multiple tasks
*Working Relationships
  • Maintain inter-department relationships to resolve client issues and reported incidents
  • Effectively communicate with both internal and external clients, extended service providers and IT infrastructure groups
  • Develop communication and working relationship with Supervisor and colleagues
*Physical Demands and Work Environment
  • The physical demands and work environment characteristics described here are representative of those that an associate encounters and/or must successfully complete in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
  • While performing the duties of this job, the employee is frequently required to sit, talk and hear. The associate is occasionally required to stand and walk. Occasionally, the associate may need to lift and/or move up to 20 pounds. The noise level in the work environment is usually moderate.
C3i Solutions is an Equal Opportunity Employer - EOE, M/F, D/V.

Job Type:
Full-time

Pay:
$34.00 per hour

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Referral program
  • Tuition reimbursement
  • Vision insurance

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday

Education:

  • High school or equivalent (Required)

Experience:
Active Directory: 2 years (Required)

  • ServiceNow: 2 years (Required)
  • ConnectWise: 2 years (Required)
  • Microsoft o365 Admin Center and Exchange: 2 years (Required)
  • IT support: 2 years (Required)
  • Meeting facilitation: 2 years (Required)

Work Location:
In person