One of our direct client is urgently looking for a HelpDesk System tech @ Sunnyvale CATITLE: Help Desk System-TechLOCATION: Sunnyvale, CA Duration: 6 to 12+ Months Rate: DOENote:Description:T System Tech is responsible for supporting laptops, desktops, virtual machines, mobility devices and productivity software for associates and vendors located on the West Coast. This individual will work with members of other Tech Support/product/engineering teams in California, Bentonville and other locations.Responsibilities to include but not limited to:
Ability to support customers via remote assistance, phone, walkups, chat proficiently
Proactively respond to incidents and technical service requests as they arise
Troubleshoot and resolve issues with laptops, desktops, virtual machines, VPN, mobility devices and productivity software such as Microsoft O365, Zoom, BeyondTrust (Bomgar)
Diagnose hardware issues and replace faulty components
Troubleshoot and resolve issues related to software and hardware compatibility
Track requests, issues and solutions using ServiceNow
Take ownership of tickets and communicate progress with customers in a timely manner
Maintain a high degree of customer service for all support requests and incidents.
Manage user and computer accounts using Microsoft Active Directory
Identifies technical issues and opportunities for improvement and provides resolutions by using tools to research trends; analyzing data; and researching new technologies to improve tools used within the area.
Provides customer service and addresses customer issues by addressing complex or unresolved issues escalated from Operations Analysts; and providing expert advice or identifying key contacts to resolve the issue.
Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.
Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.
Required Qualifications:
Associate degree/Bachelor’s degree preferred or equivalent experience
5+ years in a technical support role
3+ years supporting Windows and macOS hardware and software
Excellent communication and troubleshooting skills
Ability to multi-task, prioritize and handle pressures well in a fast paced, team environment
Excellent customer service
Excellent written and verbal communication skills
Strong technical, analytical and problem-solving skills
Familiarity with Networking HW, LAN and Wi-Fi, DNS troubleshooting
Knowledge of Active Directory users and groups
Preferred Qualifications: Jamf JSS knowledge or Jamf 200 and 300 (CCT and CCA) certifications is a PLUS Microsoft certification is a PLUS Experience with security tools like Symantec and McAfee
Numbers & Facts
Location
Sunnyvale, California
Skills
Analysis Skillsunmatched
Best Practicesunmatched
Business Solutionsunmatched
CCA - Citrix Certified Administratorunmatched
Communication Skillsunmatched
Customer Support/Serviceunmatched
DNS (Domain Name System)unmatched
Data Analysisunmatched
Desktop Virtualizationunmatched
Establish Prioritiesunmatched
Help Deskunmatched
Identify Issuesunmatched
Incident Responseunmatched
Laptop PCunmatched
Mac Operating Systemunmatched
Maintenance Servicesunmatched
McAfee Product Familyunmatched
Microsoft Active Directoryunmatched
Microsoft Certificationsunmatched
Microsoft Product Familyunmatched
Microsoft Windows Operating Systemunmatched
Multitaskingunmatched
Needs Assessmentunmatched
Network System Hardwareunmatched
Operational Auditunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Product Engineeringunmatched
Product Supportunmatched
Project Trackingunmatched
Resolve Customer Issuesunmatched
ServiceNowunmatched
Symantec Product Familyunmatched
Systems Administration/Managementunmatched
Technical Researchunmatched
Technical Supportunmatched
Time Managementunmatched
Trend Analysisunmatched
User Account Administrationunmatched
VPN (Virtual Private Network)unmatched
Virtual Machine (VM)unmatched
Wireless LANunmatched
Writing Skillsunmatched
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