Desktop Support Technician Ii

2 months ago

San Jose, United States Heunets Systems Full time

Desktop Technician will:
Facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

Provide Break Fix, fault diagnosis and resolution.

a) Provide first/second level contact and problem resolution for customer issues.

b) Work with Third Party Vendors to remediate complex AV issues as needed.

c) Provide timely communication on issue status and resolution.

d) Maintain ticket updates for all reported incidents.

f) Should have basic knowledge of Mac operating system, to support Apple pc users.

g) Install, upgrade, support and troubleshoot for printers, and computer hardware.

h) Performs general preventative maintenance tasks on computers, laptops, and printers.

i) Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.

j) Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.

k) Broad experience in IT with a basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.

l) This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

a) Bachelors Degree or equivalent in Computer Science or a related field.

b) CompTIA A+, Microsoft Certified Professional (MCP) or better.

c) Minimum of 18 months years of IT experience.

d) Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, and Helpdesk ticketing systems.

e) Mobile device management including IOS and Android devices, Enterprise encryption solutions, and Windows PC/laptop management via Active Directory.

f) Proven analytical, troubleshooting and problem-solving skills.

g) Proven ability to multi-task, effectively determine priorities and meet SLAs.

h) Excellent communication relationship-building and internal customer service skills.

i) Adaptable and flexible in a fast-changing industry and work environment.

j) Willing to work off-hours and weekends when required for projects or emergency support.

Pay: $45,000.00 per year

**Benefits**:

- 401(k)
- Health insurance
- Paid time off

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Application Question(s):

- Are you willing to undergo a BGV/DT?

**Education**:

- Associate (preferred)

**Experience**:

- Windows: 2 years (required)
- Desktop support: 2 years (required)
- ServiceNow: 2 years (required)
- Operating systems: 2 years (required)
- Active Directory: 2 years (required)

License/Certification:

- CompTIA A+ (preferred)

Ability to Relocate:

- San Jose, CA 95138: Relocate before starting work (required)

Work Location: In person

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