Global Service Desk Associate

3 weeks ago


Redwood City, United States ICONMA Full time
Global Service Desk Associate

Location: Redwood City (onsite)
Duration: 4-5 Months

Description:
Global Service Desk Associate is responsible for providing level 2 support by responding to, evaluating, and prioritizing incoming IT support requests entered the IT service desk by internal end-users in a flexible, fast-paced, and growing, but very customer-focused environment.
These requests are based on all metros where client has internal employees and on hardware and/or software issues affecting end-user technology devices including desktops/laptops running Windows 11, Apple MacBooks, iPhones, Android phones, Zoom-Enabled Rooms/Workspace, and Zoom phones.
Follows-up on any open incidents, escalates to Sr. IT team members (when appropriate), to ensure all SLAs are met and incidents are resolved in a short time frame.
Ability to be dynamic and reactive as well as create and drive processes to increase IT efficiency, drive proactiveness, and educate end-users on how best to utilize the technology provided.

Responsibilities:
Troubleshoot to resolution Windows 11, macOS, Microsoft 365, and other internal application software issues as assigned
Image, configure, upgrade, and repair desktops and laptops from leading vendors such as Lenovo, a Consumer Electronics company and Microsoft
Perform daily walkthrough and issue resolution with Zoom-Enabled Rooms
Complete desktop and telecom-related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits, etc.).
Help troubleshoot and work with telecom engineers to resolve end-user telecom issues
Provide outstanding customer service
Build and maintain IT knowledge base by creating knowledge management articles
Ability to lift 50 lbs

Qualifications:
Extensive knowledge of Windows 11, macOS, and Microsoft 365
Support knowledge and experience with hardware from Lenovo, a Consumer Electronics company, Microsoft, and Apple
Administration experience with Zoom Admin portal
Host and moderator experience with Zoom virtual meeting
Understanding of system administration, basic networking, and VoIP concepts
4 - 6 years' experience working in a fast-paced and dynamic but VERY customer-focused IT Helpdesk environment
Bachelor's degree in computer science or MIS or equivalent work experience
Desired technical experience and knowledge
Microsoft Intune or SCCM
JAMF MDM
Active Directory administration
Microsoft 365 Certified: Modern Desktop Administrator Associate
Detail-oriented, deadline, and results-driven
Excellent written and verbal communication skills
Strong customer service background

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.

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