Help Desk - Systems Tech.

Redolent • Sunnyvale, CA

25d • Onsite

About The Position

Responsible for resolving IT technical issues for customers contacting via walkup, phone, or self-service tickets. Records all customer contact information in a call log. Evaluates situation, determines appropriate response and escalates to designated specialist/resource for resolution of customers problem or complaint. Tracks issues escalated for resolution to ensure customer receives a timely response. Must have knowledge of the enterprises business/products and demonstrate strong customer focused skills.

Requirements

• Associate's or Bachelor's Degree or technical institute degree/certificate in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience.
• At least 3 years of enterprise IT support experience, predominately Mac support
• Excellent customer service
• Ability to multi-task and handle pressures well
• Proficient with supporting software and hardware applications on macOS and Windows platforms such as Cisco AnyConnect VPN Client, Microsoft Outlook, Microsoft Teams, O365 Microsoft Suites, Zoom, Workplace (Meta), Slack, VMware virtual desktop, Bomgar and OneDrive, etc…
• Proficient with diagnosing and solving hardware and software faults
• Proficient with supporting VPN or remote access (ex. Yubico, Symantec VIP and Cisco AnyConnect VPN Client)
• Ability to support users via phone, walkups, chat and remotely
• Team player and fast learner

Nice To Haves

• Jamf JSS knowledge is a plus

Responsibilities

• Resolving IT technical issues for customers contacting via walkup, phone, or self-service tickets.
• Recording all customer contact information in a call log.
• Evaluating situations, determining appropriate response and escalating to designated specialist/resource for resolution of customers problem or complaint.
• Tracking issues escalated for resolution to ensure customer receives a timely response.
• Contributes to team effort by accomplishing related results as needed.
• Additional job responsibilities assigned by manager

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree