Desktop Support Tech

Pomeroy•Bakersfield, CA

About The Position

General Function: This role will be expected to handle situations involving problem diagnosis and client relationship management. This role serves as the direct face-to-face contact for technology related issues and is expected to provide Walk-Up support with exceptional customer service skills. A key area of responsibility is resolving technology related problems in areas supported, including on-site and remote support. Under general supervision, the Service Desk Support I - Tier II analyst will provide second line support for clients, following process to document and resolve technical issues relating to hardware, software, network, security, user provisioning, or general computer usage through various contract methods.

Requirements

Must be a self-starter, detail-oriented, able to handle a variety of tasks in an efficient, accurate manner while working and delivering to deadlines.
Demonstrate strong customer service skills by acting in a professional manner when interacting with end users.
Must possess exceptional written and verbal communication skills (in English).
Ability to quickly learn and acquire expertise in client's custom applications.
Strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.
Prior experience in a Windows environment preferred
Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
Team player who is invested in and strives to maximize team/department performance.
Strong verbal and written communication skills
Ability to adapt and adjust to changing work situations, processes, and procedures
Ability to multi-task and prioritize efforts in adapting to rapidly changing situations
Experience with Active Directory administration
Certification or experience equivalent to Microsoft MCITP or CompTIA A+, Network +, or Security +

Responsibilities

Provide Walk-Up support for end users requiring immediate assistance during business hours.
Troubleshoot problems or issues that arise with Windows and mobile devices.
Documenting any troubleshooting and corrective actions taken to resolve Windows desktop/laptop issues using the ITSM system.
Provide support for audio/visual equipment.
Provide Smart Hands support for network, printer and other on-site IT equipment.
Perform imaging and basic setup on new devices for end users.
Perform PC refreshes, including imaging a device, installing software and performing other configuration as necessary to provide a seamless PC exchange with the end user either individually or in a group setting.
Perform asset and inventory management on PCs and peripherals in the stockroom.
Perform MDF and or data center checks that include verifying room cleanliness, network devices are operational, UPS devices are functioning, and no other alarms or alerts are taking place.
Manage asset lifecycle, including asset intake, retirement and disposal.
Support remote end users as needed.
Escalate unresolved issues to management and various technical support teams.
Drive to alternate sites on an emergency and/or scheduled basis