Desktop Support Analyst

SourcePro Search•San Francisco, CA

4d•Hybrid

About The Position

SourcePro Search has a fantastic opportunity for an experienced Desktop Support Analyst with our large law firm client. This position is based in San Francisco and will require you to travel to Palo Alto once a week at a minimum and as needed. The ideal candidate will be responsible for providing technical phone support for the business and for end user devices-both hardware/software including PCs, laptops, IP Telephones, and mobile devices.

Requirements

Minimum of three years’ of professional experience in supporting end user equipment in a high availability corporate or law firm environment
Must have excellent customer service skills, communication skills and be a team player
Must possess a solid understanding of PC hardware/peripheral devices, Active Directory, standard operating systems (Windows 7/10) and Microsoft Office applications
Experience supporting mobile technologies iOS and Android

Nice To Haves

College degree required in a technology discipline (preferred)

Responsibilities

Field incoming help requests from end users via telephone and e-mail in a courteous manner
Ensure all requests from users are logged and escalation procedures are followed
Maintain problem status/resolution information in ticketing database
Ensure SLAs are met by reviewing the Help Desk inbox and tickets
Escalate issues and collaborate with the appropriate IT teams to find resolutions
Update Help Desk knowledge base with accurate and up-to-date information
Troubleshooting problems with Windows based workstations, custom applications, email, network and peripheral equipment
Troubleshoot Android and Apple iOS software issues
Maintain expert level knowledge of the platform’s operating systems, standard applications, and computer hardware solutions
Work overtime as required
Perform other duties as assigned