Desktop Support Technician II

A client with Kforce is seeking a Desktop Support Technician II to join their team in Mountain View, CA. The Desktop Support Technician installs, updates, and repairs personal computer hardware, software, and network service systems.

Responsibilities:

• Maintains and implements desktop solutions in support of organizational business needs
• Provides professional-level phone support to customers
• Performs all duties in accordance with company policies and procedures
• Troubleshoot and replace laptop and PC hardware
• Perform hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support
• Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff
• Set up, maintain and troubleshoot
• Participate in IT Support queue which will result in assigning and prioritizing open issues
• Log, prioritize, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up requests reporting technical problems; When appropriate, determine appropriate group for escalation
• Troubleshoot issues as 1st 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
• Perform server and desktop computer updates to safeguard from malicious viruses and malware
• Manage customer issues and requests by creating, tracking and documenting technical solutions
• Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks
• Build\deploy new workstations (desktops laptops)
• Install\upgrade hardware\software on Windows workstations
• Troubleshoot assigned tickets to determine if issue can be resolved or determine appropriate group for escalation