Desktop Support Specialist:
Location: SFO , CA
Duration: 6+ months
Rate: $40 on C2C
Desktop Support Specialist: Diagnoses, troubleshoots and resolves employee requests for level-2 and level-3 desktop support. Provides support services to local and remote employees with technical problems and information technology issues involving desktop\laptop software, hardware or network services. Installs, configures and troubleshoots hardware including: laptops, workstations, printers, phones, video conference units and mobile devices. Responds promptly to escalations for technical support via phone, email and personnel as needed. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Documents case status and provides updates to management and end-users in line with salesforce case management guidelines. Provides input and helps to maintain standard operating procedures, best practices and customer service guidelines relating to desktop support. Participates in Information Technology projects and completes some project deliverables. May be required to provide technical support in emergency or maintenance situations, which may involve working outside of normal business operating hours.
Responsibilities:
• Support for Audio/Visual solutions
• Windows and remote VPN support
• WAN/LAN troubleshooting
• Troubleshoot TCP/IP connectivity issues across a variety of technologies
(LAN/Dial-up/Broadband/Wireless)
• Support Security Standards (anti-virus/anti-spam/firewall/patching)
• Initiate and track service requests with 3rd party vendors
• Work with Helpdesk, Provisioning, Infrastructure Operations, Systems Engineering, IT NOC, Security and other teams as needed to identify and resolve issues
• Create and maintain user account information
(including access rights and group memberships)
• Maintain passwords, data integrity, system access and security for Desktop technologies
• Participate in on boarding and training Desktop team members
• Subject Matter Expert in one or more Desktop Technologies (Maintains documentation, provides training, point-of-contact for vendors and technical escalations)
Required Skills/Experience:
• A minimum of 2-4 years experience in desktop support in a professional environment is required.
• Experience with support ticket management and tracking.
• Demonstrates strong customer service focus, analytical, problem solving and teamwork abilities.
• Provides support and communicates appropriately across multiple levels of the internal organization.
• Prioritizes projects and operations tasks effectively to complete deliverables on time.
• Applies company policies and procedures when completing assigned tasks.
• Takes initiative to work, develop solutions and make technical recommendations independently.
• Follows established procedures on routine tasks, requires instruction only on new assignments and works under the supervision of the Desktop Lead and the Desktop Manager.
• Comprehends communication from others; attends to messages from others; correctly interprets messages and responds appropriately.
• Uses verbal and non-verbal inputs to assess understanding of both customers and other IT staff; presents message in various ways to enhance understanding.
• Follows accepted language standards, uses syntax, pace, volume, diction, and mechanics appropriate to the media being used.
• Quickly gains knowledge, understanding, or skill; readily absorbs and comprehends new information from formal and informal learning experiences.
• Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through trial and error.
• Approaches change objectively; treats change and new situations as opportunities for learning or growth.
DESIRED Skills/Experience:
• BS in IT, CS or related discipline
• MCSE, Cisco, Linux, Mac or other standard IT support certifications
• Proven track record in customer service
• Knowledge of Active Directory architecture
• Knowledge of Basic Exchange & mailbox management concepts.
• Knowledge of Cisco software and hardware a plus
• Knowledge of desktop security (anti-virus/anti-spam/firewall/patching/two-factor authentication)
• Basic DNS and DCHP knowledge and troubleshooting
LOCATION:
ABILITY TO TRAVEL:
Travel may be required between the San Francisco & San Mateo offices. Minimal travel may be required within the region to support remote offices
Thanks and Regards
Sonali
Infobahn Softworld Inc
Phone: 847-465-8557
Email: [email protected]
Web: www.infobahnsw.com
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