Global Service Desk Associate

4 weeks ago


Redwood City, California, United States ICONMA Full time
Job Summary:

The Global Service Desk Associate is responsible for providing level 2 support by responding to, evaluating, and prioritizing incoming IT support requests in a fast-paced and customer-focused environment. The ideal candidate will have extensive knowledge of Windows 11, macOS, and Microsoft 365, as well as experience with hardware from leading vendors such as Lenovo and Microsoft.

Key Responsibilities:

• Troubleshoot and resolve Windows 11, macOS, and Microsoft 365 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
• Help troubleshoot and work with telecom engineers to resolve end-user telecom issues
• Provide outstanding customer service
• Build and maintain IT knowledge base by creating knowledge management articles

Requirements:

• 6 years' experience working in a fast-paced and dynamic IT Helpdesk environment
• Bachelor's degree in computer science or MIS or equivalent work experience
• Desired technical experience and knowledge: Microsoft Intune or SCCM, JAMF MDM, Active Directory administration, Microsoft 365 Certified: Modern Desktop Administrator Associate
• Detail-oriented, deadline, and results-driven
• Excellent written and verbal communication skills
• Strong customer service background

Equal Opportunity Employer:

ICONMA is an equal opportunity employer and provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or expression, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.
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