Global Service Desk Associate

1 week ago


Redwood City, California, United States ICONMA Full time
Job Title: Global Service Desk Associate

At ICONMA, we are seeking a highly skilled and customer-focused Global Service Desk Associate to join our team. As a key member of our IT support team, you will be responsible for providing level 2 support to internal end-users, responding to, evaluating, and prioritizing incoming IT support requests.

Key Responsibilities:
  • Troubleshoot and resolve Windows 11, macOS, Microsoft 365, and other internal application software issues.
  • Image, configure, upgrade, and repair desktops and laptops from leading vendors.
  • Perform daily walkthroughs and issue resolution with Zoom-Enabled Rooms.
  • Complete desktop and telecom-related projects as assigned.
  • Provide outstanding customer service and build and maintain IT knowledge base by creating knowledge management articles.
Requirements:
  • Extensive knowledge of Windows 11, macOS, and Microsoft 365.
  • Support knowledge and experience with hardware from Lenovo, Microsoft, and Apple.
  • Administration experience with Zoom Admin portal and 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 IT Helpdesk environment.
What We Offer:
  • A dynamic and customer-focused work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.


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