IT Support Specialist for Windows Upgrade

2 weeks ago


South San Francisco, California, United States The Rockridge Group Full time
Job Overview

Position: Lab Support Technician – Level 2

Project Focus: Transition from Windows 7 to Windows 10

Client Initiative: Upgrading systems from Windows 7 to Windows 10.

Summary:

  • The ideal candidate will demonstrate self-motivation while adhering to established departmental protocols, managing routine tasks, and diagnosing and rectifying hardware issues.
  • Primarily focused on PC systems.
  • Familiarity with Mac systems is advantageous but not essential.

Key Responsibilities:

  • Conduct system migrations, data transfers, and application setup on PC platforms.
  • Collaborate with IT management to enhance service quality assurance protocols, customer support strategies, and to review new requirements from clients and leadership.
  • Independently manage tasks and communicate progress to the supervising manager.
  • Ensure consistency of information across various CRM tools or applications by maintaining up-to-date status, details, notes, and other relevant updates for Customer Request Management and Tracking.
  • Utilize multiple CRM utilities effectively, including but not limited to OPUS, Service Now, and Google Docs.
  • Provide ongoing feedback to support team and operational improvements.

Specific Duties:

  • Proficient in troubleshooting Windows computers and performing hardware repairs.
  • Skilled in disassembling HP desktops and laptops.
  • For Windows 7 systems, responsibilities will include data migration, OS upgrade to Windows 10, data restoration, and software reinstallation/configuration.
  • Contribute to team objectives by taking on additional responsibilities as required.
  • Deliver exceptional customer service throughout all interactions.


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