IT Help Desk Associate

2 weeks ago

Redwood City, United States Equinix Full time

Global Service Desk Associate

Job Summary: 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 Equinix 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, Dell and Microsoft
  • Perform daily walkthrough and issue resolution with Zoom-Enabled Rooms
  • Host or moderate Zoom virtual meetings and Webinars
  • Remote user support with focus on North American locations (Seattle, Silicon Valley, LA, Denver, Dallas, Miami, Atlanta, Chicago, New York, Boston, Tampa, Toronto Metro, Calgary, Winnipeg, Saint-Laurent, Gatineau, etc.)
  • 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, Dell, 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 of Microsoft Intune or SCCM, or 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

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