Desktop Support


Industry

none


Location

Redwood City CA


Salary

Base Salary: $USD 25.00

The Support Technician provisions and maintains team member and contractor computing devices (e.g. laptops, tablets, and peripheral devices such as monitors, printers, and scanners) by installing, troubleshooting, and resolving hardware, software, network and audio-visual technology issues. This Support Technician exhibits excellent customer service and communication skills in all interactions.
  Hardware/Software Installation
·         Responds to service requests regarding the installation of hardware and software for team member and contractor computing devices. 
·         Carries out the hardware provisioning process.
·         Delivers, installs, upgrades, relocates, and disposes of hardware.
·         Provides basic user training on equipment.
·         Maintains documentation of assets in configuration and asset management systems.
  Incident Management
·         Performs team member support, troubleshooting, and resolution of hardware and software issues for desktops, laptops, tablets, mobility, audio-visual equipment, and peripheral devices.
·         Performs research and develops solutions for hardware and software issues.
·         Updates incident records and knowledge base with appropriate and timely information.
·         Resolves incidents within established SLAs.
  Problem Management
·         Recommends solutions, resolves problems associated with incidents, and updates problem records.
·         Conducts root cause analysis. 
·         Works with engineering teams in the problem resolution process.
·         Follows prescribed processes.
  Customer Service
·         Recommends solutions, resolves problems associated with incidents, and updates problem records.
·         Conducts root cause analysis. 
·         Works with engineering teams in the problem resolution process.
·         Follows prescribed processes.
  Other duties
  • Performs preventative maintenance on electronic devices and peripheral equipment as assigned.
  • Any other duties as assigned.
  • Able to lift approx 20lb boxes of computer equipment, support a building move of monitors and equipment.
  Knowledge, Experience & Qualifications

Essential

Desirable

  • Windows 7 – 10 or Mac OS
  • Office365
  • ServiceNow for Help Desk ticketing
  • Basic networking (TCP/IP)
  • Microsoft Office including Outlook
  • Customer service
  • A+ Certification
 
·         Active Directory and LDAP Services
·         WiFi connectivity
·         Mobile OS (iOS or Android)
·         VOIP telephony
·         Scripting (DOS, Powershell, BASH)
·         Audio visual
·         MCP
·         ACMT

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