Desktop Support Technician

2 weeks ago

Mountain View, United States Rose International Full time

This is an onsite role in Mountain View, CA.

Required Skills:

Knowledge of Windows and Mac required

MS Exchange

Will be 100% onsite 5 days/week and maybe 5% service desk

Description:

Duties range from remote desktop assistance to providing support over the telephone to troubleshooting issues that arise with computers. May also serve other IT department roles such as ensuring that all of the computers in their company''s network are backed up, safe and secure. May also deploy security updates to all the systems in their companies'' servers and computers to make sure they are never compromised. May be required to show staff members how to use their company''s computer programs and networks and how to adhere to security standards. Format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users. Coordinate with vendors to resolve problems. Add or replace memory, new keyboards, motherboards, and other components. Set up and troubleshoot domains, user accounts and software accounts. Configure, test, and troubleshoot network connectivity and wireless access for local and remote computers or devices.

Skills: Qualifications

Ability to troubleshoot software, hardware and connectivity issues remotely

Ability to understand & articulate root cause on customer issues

Experience with installation, upgrade, and maintenance of software, hardware, and peripherals

Familiarity with encryption and security tools and triaging within this environment

Assist customers in gaining access to various systems and servers

Provide support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco/Polycom telephony

Setup and maintain shared mailboxes/distribution lists in Exchange Distribute and patch software using UEM and HUB technologies

Communicate call trends and challenges in daily team meetings

The ability to take on small projects from start to finish

Keep Knowledge Base and process documentation up-to-date

Work closely with the team to resolve or properly close aging tickets

Manage the individual and ticket queue for the team

Ensure the highest level of customer satisfaction

May require deeper systems knowledge and extensive partnership on projects with Tier 3 engineering teams

Maintain process ownership and expertise for a specific area as a Knowledge Domain Expert Qualifications

3-5 years of Service Desk and Desktop Support experience for both PC and Mac required

Experience working with multiple customers face to face in a ''Walk Up Bar'' type of corporate environment is preferred

Certifications obtained or working towards: ACMT, CCT, ITILv4, Comp/TIA

Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively

Passionate about providing excellent customer service and follow-thru to completion

Minimum of an Associate''s Degree in a computer technology or equivalent from two-year College or technical school

Familiarity supporting Mac OS X & Windows 10/11

Previous experience with Microsoft Office is preferred

Good problem solving, diagnosis and troubleshooting skills

The ability to work under pressure in a fast paced environment is a must

Familiarity with wired and Wi-Fi Networking with Windows Active Directory

Familiarity with Exchange, AD, Software Distribution Systems, and related technologies

Familiarity with Video Conferencing support and communication technologies such as Zoom is a plus

Working knowledge of collaboration tools such as Slack, Box, Google Suite

Familiarity with ticketing systems such as Service Now is a plus

Strong mobile support (Android, iOS, etc) experience

Ability to work independently and within a team

3-5 years of Service Desk and Desktop Support experience for both PC and Mac required

Experience working with multiple customers face to face in a ''Walk Up Bar'' type of corporate environment is preferred

Certifications obtained or working towards: ACMT, CCT, ITILv4, Comp/TIA

Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively

Passionate about providing excellent customer service and follow-thru to completion

  • **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

  • **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**

Benefits:

For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity:

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).

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