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IT Infrastructure Technician

2 months ago

San Francisco, California, United States The Phoenix Group Full time
Job Description

The Phoenix Group is seeking a skilled Desktop Support Specialist to join our team. As a key member of our IT department, you will be responsible for providing top-notch technical support to our employees.

Key Responsibilities:
  • Technical Support: Address user issues and maintain updated tickets throughout the resolution process.
  • Hardware and Software Management: Perform the setup, configuration, installation, and maintenance of computer equipment, operating systems, and application software.
  • Hardware Evaluation and Diagnostics: Evaluate and diagnose hardware and equipment failures effectively.
  • Apple Device Support: Provide user support for Apple device hardware and management systems.
  • Inventory Management: Ensure accurate tracking and maintenance of equipment inventories.
  • Research and Project Execution: Participate in research, data collection, and project execution as required.
  • Security and Antivirus: Ensure the security of workstations against malicious software and facilitate antivirus updates.
  • Escalated Tasks and Projects: Undertake escalated tasks and various projects assigned by management.
Required Knowledge, Skills & Attributes:
  • Technical Proficiency: Proficiency in troubleshooting, fixing, and utilizing a range of technologies, including but not limited to:
  • Active Directory: Active Directory
  • Productivity Software: Adobe Acrobat, Antivirus/malware software, MS Office Suite
  • Mobile Devices: Apple mobile devices, Cisco Phones/Polycom
  • Computer Encryption: Computer Encryption (PGP)
  • Desktop Management: Desktop Management
  • Document Management Systems: Document Management Systems (DMS)
  • Helpdesk Ticketing System: Helpdesk Ticketing System (ServiceNow)
  • Knowledgebase Systems: Knowledgebase Systems
  • Network Systems: LAN/WAN/VLAN Systems, MDM solutions (Intune)
  • Network Troubleshooting: Network Troubleshooting
  • Printers and Accessories: Printers Config/Install
  • Remote Access Tools: Remote Access Tools (RSA)
  • Remote Assistance Software: Remote Assistance Software (Proxy)
  • Video Conferencing: Video Conferencing (HDVC)
  • Operating System Troubleshooting: Windows 10/11 OS troubleshooting, Windows 10/11 Registry
  • Hardware Experience: Experience in installing, configuring, and troubleshooting computer hardware.
  • Application Troubleshooting: Proven track record in resolving issues with Microsoft Office and other desktop applications.
  • Customer Service: Strong customer service and interpersonal skills.
  • Communication: Excellent oral and written communication abilities.
  • Conflict Resolution: Effective conflict resolution skills.
  • Results-Oriented: Results-oriented mindset with a focus on consistent follow-up and closure of tickets.
  • Interpersonal Skills: Ability to interact effectively with users at all organizational levels.
  • Technical Communication: Capability to communicate technical issues to users in easily understood terms.
  • Project Management: Familiarity with Project Management processes and ITIL frameworks.
  • Knowledge Sharing: Willingness to share knowledge and provide coaching to others.
Education & Experience Summary:
  • Experience: 4-7 years of experience in computer hardware configuration and repair within a network environment.
  • Customer Service Experience: Minimum of 2 years of experience in a role requiring strong customer service skills related to end-user computer support.
  • Education: High school diploma is required.
  • Certifications: A+ certification is preferred.
  • ITIL Certifications: ITIL certifications, specifically v3 Foundations, are preferred.