HelpDesk-System Tech

Redolent•Sunnyvale, CA

5d•Onsite

About The Position

One of our direct client is urgently looking for a HelpDesk-System Tech@ Sunnyvale CA TITLE: HelpDesk-System Tech LOCATION:Sunnyvale CA Duration: 6 to 12+ Months Rate: DOE

Requirements

2+ 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

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
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.
Additional job responsibilities assigned by manager