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Senior Technical Support Specialist

1 month ago

Rancho Cordova, United States Zeektek Full time

Job Description


We have a 6 month contract to hire for a Senior Technical Support Specialist onsite in Sacramento.

Walk me through the day to day responsibilities of this the role and a description of the project (Outside of Workday JD):

  • Perform root cause analysis and provide documented resolution.
  • Perform software installs, updates, and upgrades for end-user equipment and work with various teams including network, telecom, audio/video, and facilities to provide site support.
  • Act as a technical resource and subject matter expert in one or more technical areas.
  • Provide a high level of customer satisfaction by establishing close relationships with support base, including VIP staff, and provide concierge level support for identified end-users.
  • Perform regular inventory audits and maintain high degree of quality assurance by following established asset management guidelines
  • Provide technical support for onsite and remote meetings and events
  • Participate in recurring new hire onboarding classes to assist and guide end-users on day-1 setup and configuration needs
  • Lead new hire onboarding classes by coordinating staff and delegating tasks
  • Work with Enterprise Conferencing department to provide support, monitor, and remediate Audio/Visual related issues.
  • Work with Print Configuration team and vendors to perform routine and critical maintenance to ensure operational readiness
  • Train staff and end-users on Audio/Video system usage and configuration

Describe the performance expectations/metrics for this individual and their team:

  • Respond to and resolve end-user support tickets within established SLA.
  • Practice diligent adherence to all standard operating procedures
  • Provide effective and detailed documentation in tickets and reports
  • Ability to engage proactively and work in a group or independently with little oversight

Tell me about what their first day looks like:

  • Complete required training, review department standard operating procedures,

What previous job titles or background work will in this role?

  • Senior technical support specialist

Any future projected positions potentially coming up? YES If yes, note: Expecting additional position to open up on 10/09/2023

Internal/External Groups with which the Candidate will interface:

Internal IT groups and Business side end-users



Required Skills/Experience:

3-5 years relevant experience

1.

ServiceNow

2.

Windows OS & Active Directory

3.

Audio/Video conferencing support, Print MFD Support


Preferred Skills/ Experience:

3-5 years relevant experience

1.

Apple operating systems, VDI Support

2.

Necthink

3.

SCCM



Education Requirement:

High School

Education Preferred:

Bachelors

Software Skills Required:

Office applications (Excel, Word, Outlook, PowerPoint), MS Teams

Required Certifications:

Preferred: HDI Desktop Advanced Support Technician (HDI-DAST) or equivalent

Required Testing:

Dell technician certification