Onsite Desktop Support Technician II (San Francisco/Dublin/Concord Area)

Onsite Desktop Support Technician II P osition Requirements

Job Summary

Provides support to end users for hardware, software and access issues both remotely and in person.  Responds to telephone, email, online and in-person requests for technical support.  Efficiently identifies , researches , documents, and resolves or triages complex technical problems to achieve Service Level targets. Create knowledge base articles for Service Desk reuse and or for use by end-users to address common problems.  This role will be an advocate for the onsite users withing the larger enterprise IT organization. Escalates vendor-specific issues to vendors supports teams as necessary. Ability to identify and escalate trends and problems within the environment. Documents, troubleshoots, and resolves or escalates tickets using applicable systems and tools.  Must be able to work efficiently with minimal supervision to achieve performance KPI’s such as Contacts Handled, Call Quality Scores, Resolution and Ticket Reopen Rate.

Primary Responsibilities

• Helpdesk and onsite desktop experience supporting users at all levels.

• Complete setup and configuration of Windows based machines (Windows 10,Windows 11), including OS configuration, application installation and GUI setup.

• Provide hardware troubleshooting and repair for laptops and desktops, including replacement and/or installing of internal components

• Provide onsite support for Conference Rooms, including Audio/Video connectivity and usage

• Provide “smart hands” onsite support for network or server component installation and configuration

• Process Active Directory & Exchange requests including Account crea t ion, password resets, and login issue support.

• Manges and complete tickets using ITSM/Ticketing syste ms .

• Mobile Device Configuration/Support (smart phone, tablet)

• Supporting/troubleshooting MS Office (Excel, Word, PowerPoint, Outlook)

• Printer configuration and troubleshoot (Direct Connected & Networked)

• Install and IP configuration of onsite Network/shared Printers and/or scanners

• Wipe and reimage of laptops and desktops using software such as Acronis, MDT, Fog

• Switches/routers/wireless networks (basic troubleshooting - Onsite & remote) - ability to efficiently traverse the first three layers of the OSI model.

• Basic connectivity of laptops, PCs, etc.

• Active Directory & Exchange (Accounts, Logins, Password Resets etc.)

Preferred Attributes

• Excellent communication and interpersonal skills with users of all skill levels .

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Thinks clearly in difficult situations and knows when to escalate and ask for help.

• Highly Self-motivated and directed.

• Ability to work calmly in urgent or stressful situations.

Minimum Qualifications

• Minimum of 5+ years of onsite Desktop Support experience

• Service Desk or Call Center experience a plus

• A+ Certification a Plus

• Experience with physical system setup and connectivity, both laptop and desktop.

• Experience with imaging building and configuration (Acronis, MDT, or similar)

• Experience with hardware troubleshooting, hardware install and/or upgrade

• Experience with Audio/Visual setup and support. Conference Room support

• Expert experience supporting MAC/IOS is a must-have requirement.

• ITSM/Ticketing system experience .

• Experience with Call Center software a plus

• Experience with Windows platforms (Windows 10, windows 11)

• Experience providing support to MS Office (Excel, Word, PowerPoint, Outlook)

• Excellent communication and interpersonal skills with users of all skill levels, especially at an Executive level.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Thinks clearly in difficult situations and knows when to escalate and ask for help.

• Highly Self-motivated and directed.

• Ability to work calmly in urgent or stressful situations.

Preferred Qualifications

• Bachelor in Computer Science or related field

• 10+ years of Desktop support experience

• Experience with ServiceNow a plus

• A+ Certification a plus

• Application support experience with Active Directory, Group Policy Management, Remote Desktop Management and Licensing, DNS and DHCP

• Basic experience with setup and troubleshooting of Switches/routers/wireless networks (basic troubleshooting - Onsite & remote) - ability to efficiently traverse the first three layers of the OSI model.

• Experience using Active Directory & Exchange (Accounts, Logins, Password Resets etc.)

Physical Requirements

• Able to lift minimum 20lbs

• Able to go under desks, in server rooms and physically connect systems and peripherals

Work Schedule: Monday Thru Friday

8am PST to 5pm PST

The base hourly range for this position is $26 - $30. Our pay ranges are primarily determined by role, level, and location. The range provided for each job posting reflects the minimum and maximum target for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Benefits:

• Medical, Vision, Dental insurance
• 401(k)
• Health Savings Account
• Paid time off
• Employee discounts
• Allowances