Deskside Support

Location: onsite in Rancho Cordova, CA

Duration: 4 month contract with likely extensions/perm potential

Position Summary:

Client facing - This site is very important for us, as it hosts our senior leadership team and admins

Deskside with Senior Management and Executive

Lead of the team and ticket coordination to the whole desktop team

We need an engineer who can provide excellent technical and customer service, and who can also lead and mentor the onsite support team. The engineer should have the following key skills and responsibilities:

Responsibilities:

• Ensure end-to-end support for users, SLT team and their Administrative Assistance for PC or Mac hardware/software, system management, various applications, mobile phone, tablets, printers, audio/video conferencing, conference room support, audit/inventory thru phone and direct contact.
• Interact with and manage team, when applicable, and ensure end to end accountability in all areas related to End User Support of SLT Members
• Demonstrate high level customer satisfaction and maintain industry-leading support levels
• Stay up to date on new technologies and trends; deploy new technology and services
• Provide exceptional problem-solving in support, as well as assisting with firm-wide projects
• Install, configure, and troubleshoot desktops, laptops and mobile devices
• Provide support for leadership supporting various technologies and working in conjunction with internal support and engineering teams
• Prioritize and manage the Executive support issues/requests and provide weekly reporting of support issues to management
• Provide continuous communication with users on progress and completion of requests/issue resolution
• Maintain documentation for all Helpdesk and end user processes and procedures
• Perform new hire installations, replacements, upgrades, printer installs, and other hardware/software related tasks as needed including SLT level image management
• Perform meeting setups and “take downs”
• Act as a resource for projects and engineering teams/tasks
• Follow up on key users' requests and performs a daily walkthrough/virtual if needed, for “high visibility areas/users”

Key Skills:

• Provide exceptional problem-solving in support as well as assisting with firm-wide projects
• Provide continuous communication with users on progress and completion of requests/issue resolution
• Extensive knowledge of operating systems such as Windows, Mac OS - Primary Windows
• Experience supporting Office 365 applications.
• Experience with management tools such as Ivanti, Intune and JAMF.

Soft Skills:

• Excellent communication and negotiation skills to all levels of the organization.
• Ability to understand customer needs, negotiate complex issues and total value offerings to our customers.
• Ability to work with a wide variety of technical & non-technical staff.
• Self-motivated and able to work with little supervision or direction.
• Strong leadership presence, interpersonal and communication skills (written and oral).
• Ability to work under pressure and prioritize work.
• Passion for technology and strong bias for action and results oriented. Previous project management experience.
• Have knowledge and understanding of security and compliance standards.