Help Desk - Systems Tech

Sunnyvale, CA

One of our direct client is urgently looking for a HelpDesk System tech @ Sunnyvale CA

TITLE: Help Desk System-Tech
LOCATION: Sunnyvale, CA
Duration: 6 to 12+ Months
Rate: DOE
Note: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

Help Desk - Systems Tech

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