Technical Support Specialist

1 week ago

Oakland, California, United States Talantage, LLC Full time
Job Overview

Position Title: Desktop Engineer

Role Summary:
The Desktop Engineer is responsible for providing first-level support and guidance to end-users under supervision. This role serves as the primary liaison for preventive maintenance of computer and printer-related issues.

Key Responsibilities
  • Serve as the first point of contact for technical assistance to remote and field users regarding all computer and system-related inquiries.
  • Diagnose and troubleshoot technical problems using diagnostic methods, including account setup and network configuration for printers and devices.
  • Communicate complex information effectively to users while guiding them through the resolution process.
  • Escalate unresolved issues to the appropriate internal teams and maintain the Asset Tracking System by monitoring customer service requests and support cases via the ticketing system.
  • Track computer system issues to resolution within established timeframes.
  • Set up and configure new or existing user accounts in Active Directory and O365, including managing password resets.
  • Oversee and support all company-owned wireless devices, including smartphones, tablets, and mobile data devices, as well as assist with video conferencing.
  • Disassemble, relocate, and reassemble computer equipment and peripherals as requested by users.
  • Conduct job functions in accordance with IT policies and professional standards.
  • Implement security measures and perform audits in line with industry best practices.
  • Maintain documentation related to infrastructure, applications, and processes.
  • Manage inventory control for assets under the Desktop Engineer's responsibility.
  • Document service desk standards and other necessary information.
  • Develop and maintain instructions and guidelines for assigned functions and user-facing documentation.
  • Handle invoices and support agreements for services, software, and hardware relevant to the support domain.
  • Process invoices within the designated support area.
  • Assist technical leadership in architectural decisions and system processes.
  • Contribute to the development of the IT budget.
  • Perform scheduled system maintenance and updates, including addressing critical incidents that may arise after business hours.
  • Execute additional duties as assigned.
Qualifications
  • Bachelor's degree in computer science, information technology, or a related field from an accredited institution, along with two years of relevant work experience, including one year of hands-on desktop and network support; or
  • Bachelor's degree in computer science, information technology, or a related field from an accredited institution, with two years of relevant work experience, including three years in helpdesk support.
Additional Requirements

A valid driver's license may be required. Availability for after-hours maintenance and participation in an on-call rotation may be necessary.

Knowledge and Skills

Knowledge of: MS Active Directory, Windows operating systems, MS Exchange, Apple iOS, Android, Mobile Device Management, Office 365 productivity tools, and telecommunications infrastructure.

Skills: Critical thinking, data-driven problem-solving, exceptional customer service, strong communication skills, multitasking, time management, organization, and a willingness to learn new technologies.

Talantage, LLC is dedicated to fostering a culture of inclusivity and diversity in the workplace. We are proud to be an equal opportunity employer, ensuring that all qualified applicants receive consideration for employment without discrimination.

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