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Desktop Support Technician

2 months ago

Mountain View, United States Motion Recruitment Full time

Title: Desktop Support Technician II

Location: Mountain View CA 94043

Duration: 18+ Months contract


Responsibilities

Duties : 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.

Skills:

Qualifications

• 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.

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

Required Skills:

Knowledge of Windows and Mac required

MS Exchange

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

Interview Process:

1st Round- 30 minutes with 2 Team Leads

2nd Round- The candidate needs to go onsite

Education:

• Prefer minimum of an Associate's Degree in a computer technology or equivalent from two-year College or technical school