Desktop Support Technician II

4 weeks ago

San Mateo, United States Murtech Full time
Job DescriptionJob DescriptionDesktop Support Technician IILocation: San Mateo, CA Salary Range: $100K - $110K Hours: Full time, M-F, 8am-5pm Duration: Permanent Description:
  • Provides technical assistance to customers pertaining to desktop computer, peripheral and related technology; responds to requests for help over the phone, remotely and/or in person; receives and logs requests for assistance from end users; utilizes and updates system maintenance logs and other tools to prepare trouble tickets and to track and respond to service requests; verifies the location of the problem by eliciting information from end users regarding the nature of the issue; determines severity of problem and either resolves or refers to higher-level information technology staff.
  • Conducts an on-site assessment of problems; investigates, troubleshoots, evaluates and resolves a variety of routine computer hardware, software and peripheral equipment problems; determines whether a problem needs to be escalated to a higher level staff member.
  • Performs a variety of technical support work pertaining to the basic operation and maintenance of computers and peripheral equipment for an information technology unit or division; monitors routine system parameters such as response time and general performance; tests and sets up basic hardware and software configurations; performs basic maintenance and repair on system components.
  • Helps coordinate equipment repairs with external vendors by contacting vendors and arranging to have parts purchased/shipped as needed; arranges for vendors to perform on-site repairs.
  • Troubleshoot a variety of routine desktop hardware and software issues and respond appropriately to customer service requests
  • Test and repair electronic equipment using appropriate tools.
  • Communicate technical information to a wide variety of users.
  • Assist in planning and evaluating new systems and equipment.
  • Establish and maintain effective working relationships with those encountered during the course of work.
Qualifications:
  • Minimum 2 years of experience as a Level 2 Tech
  • Experience with Microsoft desktop operating systems.
  • Basic knowledge of computers, networking switches, routers and printer hardware.
  • Be well-versed in the industry standards of desktop computers, laptop hardware and printers.
  • Strong documentation skills.
  • Ability to absorb and retain information quickly.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Ability to operate, maintain, and perform routine repairs on information technology equipment and software similar to that being used by the hiring department
  • IT certifications may be required for some assignments.

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