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HelpDesk-System Tech

Sunnyvale, CA


One of our direct client is urgently looking for a HelpDesk-System Tech@ Sunnyvale CA
 
TITLE: HelpDesk-System Tech
LOCATION:Sunnyvale CA
Duration: 6 to 12+ Months
Rate: DOE

Description:
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
  • 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.

Additional job responsibilities assigned by manager


Required Qualifications: 
  • Associate degree/Bachelor’s degree preferred or equivalent experience 
  • 2+ 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

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