Desktop Support Technician

1 month ago

San Jose, United States Bayone Full time

Respond to and resolve complex Level 2 IT support tickets for all employees (onsite and remote) - Technology and Applications
-take remote control of the end-user device, and provide advanced remote IT support and troubleshoot IT/Desktop issues
- Monitor ticket queue and complete day-to-day support activities to assure timely service delivery and customer support with a high degree of quality
- Diagnosis and resolution of computer hardware, software, and network issues for the executives and VIP users
- Incident and Service request Management - Responding, tracking, resolving, updating, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)
- Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software
- Provide support to users in various remote locations onsite when needed - this role may have to travel on case by case babsis depending on need.
- Help develop IT tools and processes to promote efficient and effective end-user support practices
- Set up new user accounts and workstations
- Support office technology - such as printers, video conference units, and digital whiteboards
- Collaborate with remote IT team members to build and maintain positive, productive team relationships
- Develop positive relationships with the business and other functions involved in downstream technical processes
This is what you'll need:
- At least 5+ years of relevant IT support experience
- High School education required - Bachelor's degree preferred
- Strong written, verbal communication and customer service skills are a must
- Support Experience with Office365, all leading browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives
- Familiarity with standard ticketing tools (ServiceNow, Jira)
- Ability to coordinate and communicate at all levels within the organization - Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs
- Tech Savvy - Ability and passion for learning new technology and tools

- ability to travel to remote sites as needed

Experience with:

  • Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems.
  • Support Experience with Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives - Familiarity with the standard helpdesk ticketing tools (ServiceNow, Jira)
  • Ability to coordinate and communicate at all levels within the organization - Business Stakeholders, Vendors, Suppliers, Sr Managers, and C-Level Execs
  • Tech Savvy -
  • Ability and passion for learning new technology and tools - Passion for Customer Support
  • A drive to help end-users get what they need to do their jobs the best they can. A sense of satisfaction from assisting end-users in getting what they need on time
  • Prioritization Skills
  • The ability to analyze support requests and prioritize them based on impact
  • Discipline
  • The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication
  • Ability to articulate technical solutions to non-technical users in simple and easy to understand terms
Self-motivating, requires little supervision and can hit the ground running

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