Technical Support Specialist

4 weeks ago


Santa Clara, California, United States The Rockridge Group Full time
Job Title: Deskside Support Technician

We are seeking a skilled Deskside Support Technician to join our team at The Rockridge Group. As a key member of our IT team, you will be responsible for providing top-notch technical support to our clients, ensuring their computer hardware and software issues are resolved efficiently and effectively.

Key Responsibilities:
  • Provide on-site or remote technical support for clients, including hardware installations, software upgrades, and systems integrations.
  • Respond to dispatched assignments, troubleshooting and resolving complex hardware and software issues.
  • Work independently on assignments, reporting progress to your supervising manager.
  • Coordinate and manage equipment and part needs for dispatched service requests.
  • Facilitate 100% of closures for all requests within our CRM tool on the day they are resolved or fulfilled.
  • Manage assets and take detailed notes using CRM tools or applications.
  • Provide regular feedback for ongoing improvements.
  • Support AV events and triage AV equipment issues.
  • Keep certifications and training updated.
Requirements:
  • 3+ years of experience in a Deskside Support role, with a strong background in Windows and Mac operating systems.
  • Excellent customer service skills and experience working directly with clients.
  • Technical authorization with CompTIA or equivalent is preferred.
  • Technical authorization with one or more of the following manufacturers: Apple, Dell, HP, Toshiba, Lenovo, ASUS is preferred.
  • Able to multitask and prioritize multiple projects.
  • Good interpersonal and organizational skills.
  • Dependable and able to meet deadlines consistently.
  • Ability to work under pressure and adapt to a changing environment.
  • Excellent communication skills.
  • General knowledge of gSuite or Microsoft office is a plus.
  • 3+ years of experience supporting one or more operating systems such as Mac OSX, Windows 10.
  • Experience with Mobile Devices & Operating Systems (iOS/Android) is beneficial.

We offer a dynamic and supportive work environment, with opportunities for growth and development. If you are a motivated and detail-oriented individual with a passion for technical support, we encourage you to apply for this exciting opportunity.



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