Desktop Support Technician Senior

PRIDE Industries•Roseville, CA

2d•$25 - $30•Hybrid

About The Position

Under general supervision, the Senior Desktop Support Technician provides third-tier response in resolving computer systems and applications software issues that are escalated by lower level technicians; and responds to user inquiries and requests for assistance. Employees in this job class forecast new equipment needs and plan for moves and new technology introduction, as well as work directly with customers and IT staff to analyze and troubleshoot system problems, advise or instruct on solutions, and coordinate responses with other areas when necessary. This job requires detailed knowledge of the business and its functions, a full range of technical customer support and problem-solving skills; and the ability to evaluate and address a wide variety of computing issues.

Requirements

Three or more years of desktop and systems support experience in diverse IT environments
Excellent troubleshooting skills, especially for Windows, Networks and Telecom systems
Experience using remote desktop tools
Understanding of database structures and SQL
Knowledge of and skill to operate the applications supported, which include SQL Queries, Windows, Outlook and Microsoft word, Excel, Access, and PowerPoint
Familiarity with business systems and processes supported by systems
Initiative and follow-through, including the ability to complete an assignment from start to finish and provide follow-up and documentation
Strong problem solving and analytical skills
Ability to communicate effectively and respond to questions and requests from team, customers and others
Effective written communication skills using appropriate business English
Human relations skills to maintain effective working relationships with team
Effective customer service skills
Intermediate computer literacy including knowledge of word processing, spreadsheet, database and presentation software
Basic mathematical ability including addition, subtraction, multiplication, and division
Demonstrated customer service, problem solving and common sense skills

Nice To Haves

Familiarity with in-house Contract Management System or similar product preferred

Responsibilities

Supports and advises other IT technicians as well as customers in responding to escalated user issues and operational problems with the organization’s more complex computing systems.
Provides telephone and remote access within the IT group for troubleshooting, configuration, and repair of complex issues related to networking, hardware operations and software applications.
Studies and evaluates prior steps in resolving escalated issues, and develops and executes new trouble shooting steps until the issue is resolved.
Forecasts new equipment requirements, and plans for moves and new technology acquisitions.
Maintains records of all tickets worked on and annotates accordingly.
Troubleshoots and repairs personal computers and peripheral equipment, and provides on-site troubleshooting and repair of client networks and computers.
Plans and coordinates system implementations at new site builds.
May provide desk phone or cell phone support or accessories purchasing.
Performs periodic inventory audit of all computer and telecom systems.
Participates in documenting departmental policies and procedures.
Maintains understanding of the company’s technology needs and strategies, and ensures policies and regulations are followed.
May require working shifts outside of normal business hours.
Travels to other locations approximately 30% of the time.
Performs other duties and special projects as assigned.