Help Desk Technician

MGE Underground • San Jose, CA

18h • $23 - $26 • Onsite

About The Position

The Help Desk Technician is responsible for being at the front line for all technology-related issues. This individual must have excellent problem-solving, communication, and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment. The Technician should have some technical understanding of Microsoft operating systems, including various hardware, software, and networking systems.

Requirements

• Strong knowledge of computer systems, including configuration, maintenance, and troubleshooting of hardware, software, networks, printers, and mobile devices.
• Proficiency in Windows operating systems and Microsoft Office, with a basic understanding of Microsoft Server environments and core networking concepts (DHCP, DNS, LAN/WAN, wireless).
• Excellent customer service, interpersonal, verbal, and written communication skills, with the ability to explain technical issues in clear, user-friendly terms.
• Patient, detail-oriented problem solver capable of working in a fast-paced, high-demand environment with a predominantly non-technical user base.
• Ability to work effectively both independently and collaboratively within a team.
• Valid Class C Driver’s License; clean driving record and no driving restrictions.
• High School Diploma or GED.
• Minimum one year of experience in a similar Help Desk support role.

Responsibilities

• Provide excellent Help Desk customer service as first point of contact for IT support, requests via phone, ticketing system, email, and walk-up requests.
• Log, track, and document incidents, troubleshooting steps, and resolutions accurately in the ticketing system in a timely manner .
• Assist multiple IT functions, including Systems and Provisioning, as required.
• Act as a liaison between end users and other IT departments during escalated issue.
• Coordinate with the Provisioning team for device deployments, replacements, and inventory accuracy.
• Configure and support new or replacement company devices as needed to ensure functionality.
• Set up and troubleshoot workstations, laptops, mobile devices, and printers on site.
• Notify the Provisioning team when equipment ordering or replacements are required.
• Distribute, comments, assigns tickets to various departments.
• Recognize issues requiring escalation and coordinate with Tier 2 Support as appropriate.
• Knowledge of various systems and applications in technical ecosystem.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, network, and hardware
• Work with field employees providing guidance/instruction to resolve IT related issues.
• Onboard new hires through Active Directory and assign the appropriate license through 365 Admin for their position.
• Process terminations, communication with supervisors, and address mailboxes as needed.
• Troubleshoot PGE application issues.
• Renew LAN ID’s monthly.
• Update and follow documentation and processes.
• Record, track, and document the incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Identify system issues, recurring issues, or trends, and escalate findings to the technical team.
• Conduct system user training for new programs when necessary.
• Troubleshoot and manage relatively simple hardware, software, or network problems.
• Performs other duties as assigned by supervisor.
• Travel to all company locations as needed.

Benefits

• Medical, dental, vision, and life insurance.
• 401K
• Vacation accrual for all non-exempt employees in addition to ten paid company holidays.
• Multiple monitors, standing desks, and other ergonomic equipment to match your work style.
• Monthly birthday celebrations, team lunches, company-wide employee recognition events, and other employee engagement opportunities.
• Employer-sponsored learning/career development opportunities and conferences/seminars.
• Employee Assistance Program: no-cost counseling, legal consultation, financial consultation, ID recovery, emotional well-being resources, dependent care resources, and crisis consultation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED