Help Desk - Systems Tech

Redolent•Sunnyvale, CA

25d•Onsite

About The Position

This individual will work with members of other Tech Support/product/engineering teams in California, Bentonville and other locations. Responsibilities to include but not limited to: Ability to support customers via remote assistance, phone, walkups, chat proficiently Proactively respond to incidents and technical service requests as they arise Troubleshoot and resolve issues with laptops, desktops, virtual machines, VPN, mobility devices and productivity software such as Microsoft O365, Zoom, BeyondTrust (Bomgar) Diagnose hardware issues and replace faulty components Troubleshoot and resolve issues related to software and hardware compatibility Track requests, issues and solutions using ServiceNow Take ownership of tickets and communicate progress with customers in a timely manner Maintain a high degree of customer service for all support requests and incidents. Manage user and computer accounts using Microsoft Active Directory Identifies technical issues and opportunities for improvement and provides resolutions by using tools to research trends; analyzing data; and researching new technologies to improve tools used within the area. Provides customer service and addresses customer issues by addressing complex or unresolved issues escalated from Operations Analysts; and providing expert advice or identifying key contacts to resolve the issue. Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales. Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.

Requirements

Associate degree/Bachelor’s degree preferred or equivalent experience
5+ years in a technical support role
3+ years supporting Windows and macOS hardware and software
Excellent communication and troubleshooting skills
Ability to multi-task, prioritize and handle pressures well in a fast paced, team environment
Excellent customer service
Excellent written and verbal communication skills
Strong technical, analytical and problem-solving skills
Familiarity with Networking HW, LAN and Wi-Fi, DNS troubleshooting
Knowledge of Active Directory users and groups

Nice To Haves

Jamf JSS knowledge or Jamf 200 and 300 (CCT and CCA) certifications is a PLUS
Microsoft certification is a PLUS
Experience with security tools like Symantec and McAfee

Responsibilities

Support customers via remote assistance, phone, walkups, chat proficiently
Proactively respond to incidents and technical service requests as they arise
Troubleshoot and resolve issues with laptops, desktops, virtual machines, VPN, mobility devices and productivity software such as Microsoft O365, Zoom, BeyondTrust (Bomgar)
Diagnose hardware issues and replace faulty components
Troubleshoot and resolve issues related to software and hardware compatibility
Track requests, issues and solutions using ServiceNow
Take ownership of tickets and communicate progress with customers in a timely manner
Maintain a high degree of customer service for all support requests and incidents
Manage user and computer accounts using Microsoft Active Directory
Identifies technical issues and opportunities for improvement and provides resolutions by using tools to research trends; analyzing data; and researching new technologies to improve tools used within the area.
Provides customer service and addresses customer issues by addressing complex or unresolved issues escalated from Operations Analysts; and providing expert advice or identifying key contacts to resolve the issue.
Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.
Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.