IT Corporate Support Technician (Morgan Hill, CA)

Shoe Palace•RL: California, CA

11d•$30 - $32•Onsite

About The Position

The purpose of this position is to perform the day-to-day investigation and resolution to ensure proper functionality of all information technology. This individual addresses and resolves incidents and requests reported to IT Support Services by internal, external, or third-party customers based on service level agreement. They will remotely access various user or site equipment for advanced investigations and troubleshooting, perform basic testing and troubleshooting of network issues, and log all incidents and requests into a tracking tool, ensuring all relevant information and categories have been documented. The role involves escalating and engaging IT resources to resolve incidents beyond their scope and creating a positive customer support experience by understanding problems, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a professional attitude. The position also requires growing general knowledge of supported corporate and store information to increase the ability to resolve requests on first contact. Additional duties and projects may be required.

Requirements

Associates Degree (A.S.) in related field and 2+ years of help desk experience, or equivalent combination of education and experience.
Working knowledge of MAC OS/iOS.
Intermediate knowledge of Windows XP, 7, and 8.
Intermediate knowledge of Microsoft Office.
Working knowledge of SQL Database Servers.
Working knowledge of LAN and WAN networks.
Strong knowledge of computer and web/digital technologies, software, and applications.

Nice To Haves

Previous experience in a tier 2 support or tier 3 support corporate environment.
A+, Net+, MCSA certifications.

Responsibilities

Addresses and resolves incidents and requests reported to IT Support Services by internal, external, or third-party customers based on service level agreement.
Remotes into various user or site equipment for advanced investigations and troubleshooting.
Performs basic testing and troubleshooting of network issues.
Logs all incidents and requests into tracking tool and ensures all relevant information and categories have been documented.
Escalates and engages IT resources to resolve incidents that are beyond the scope of their ability or responsibility.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Grows general knowledge of supported corporate and store information, increasing ability to resolve requests on first contact.
Additional duties and projects as required.