Job Details

Job Title Senior Technician/ desktop support
Last Updated On 01-01-2017
Company MY HR Supplier
Location San Francisco CA, , USA
Experience 5 - 5 Yrs
Exp. Level Midlevel
Job Rate / Salary DOE
Certificates Preferred No
Employment Types Full-Time

  • Provides phone/ in person support for end users, which includes but is not limited to: ID administration, “how to” questions, initial issue diagnostics, troubleshooting desktop issues (and remotely resolving them) IT request processing.
  • Provides systems support for end users, which includes but is not limited to: client facing support, hardware, software, peripheral and network troubleshooting for all end user systems.
  • Coordinates and provides hands-on support in conjunction with other IT support teams from infrastructure and applications.
  • Resolve tickets within SLA
  • Responsible for the installation, configuration and troubleshooting of all end user hardware, software and related peripherals including, but not limited to desktops, laptops, printers, scanners and PDA/Blackberry devices.
  • Support will be roughly 50% Windows & 50% Mac
  • Researches and analyzes IT requests from various departments and locations, researches and tests various potential solutions and makes recommendations.
  • Assists in the maintenance of production desktop images.
  • Tests and distributes security patches to clients; remediates any threats to the desktop environment (i.e. virus, spyware, malware, etc.).
  • Must be available between 8:00 am – 6:00 pm M-F
  • Participates in rollouts of new software/hardware to ensure consistency in IT technical standards.
  • Provides onsite setup and support at special events as required.

 

  • Accountable for all technical decisions made in an effort to bring a solution to a trouble ticket or outage.
  • Receives general guidance and direction from Team Lead and/or Manager, Client Services and Support.
  • Helps establish and ensure that others follow the policies and procedures for communication and escalation of incidents and issues.
  • Makes recommendations for solutions of IT requests.

 

Required Skills :