IT Service Desk

Asus•Fremont, CA

3d•Onsite

About The Position

The IT Service Desk is the first point of contact for all employee related IT troubleshooting and support. You will work with internal IT team members in maintaining and responding to all hardware and software IT requests as well as prepare new equipment for new team members and make sure they are equipped to hit the ground running on their first day. We are looking for a team player who is obsessed with customer service and able to handle multiple requests in a fast-paced environment.

Requirements

Proficiency with Windows 7, 8, 10, 2008, 2012, 2019 server and MS Office Suite
TCP/IP, UDP, FTP , LAN ,WAN , Switch , Router , IP Addressing , subnetting, DHCP,DNS concepts
Knowledge for AD/Exchange
Strong verbal and written communication skills; must effectively communicate the scope of work and technical finding or recommendations to a non-technical audience
Ability to provide excellent customer service
Ability to apply diagnostic techniques for problem troubleshooting
Ability to work confidently in a rapidly changing, fast-paced and results-oriented corporate environment where a high degree of flexibility is required
Excellent written and verbal communication skills in English
BS degree in Computer Science or related field

Nice To Haves

Knowledge of Atlassian JIRA system
Minimum 2 years of relevant work experience

Responsibilities

Acts as an escalation point where difficult or controversial tasks are received.
Responds to requests for various hardware, software, peripheral, and networking technical assistance, escalate more complex problems to appropriate senior level team member
Monitor Service Desk for requests/incident assigned and process first-in first-out based on priority and respond quickly and effectively
Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting ITSD service level requirements
Perform, schedule, work queues and monitor system alerts activity
Ensure users are assigned appropriate resources
Provides complex and unique technical troubleshooting assistance to the end user’s satisfaction
Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner
Must be able to demonstrate solid knowledge of major desktop software applications and networking concepts
Must be able to isolate issues and define problems clearly and articulate solutions in a clear, concise, and consultative manner
Must have strong customer service orientation; be able to maintain a professional demeanor, and work under pressure to handle critical issues in timely manner
Take Ownership of ITSD fixed asset inventory and maintain in an appropriate level of accuracy
Participate in technology related projects in line with business requirements as directed by IT Management
Develop the manage tools for increase efficiency for the workflow of ITSD as needed
Generate ITSD score card weekly report and ensure to meet the minimum requirement
Provides and maintains IT inventory weekly report to management
Create and perform maintenance for all ITSD standard operating procedures
Perform other job duties as assigned