IT Support Technician

Lyon Management Group•Milpitas, CA

1d•Onsite

About The Position

Lyon Living is seeking to hire a full-time IT Support Technician. The IT Support Technician provides on-site technical support for use problems relating to hardware and software issues. This includes documenting all pertinent end user information and nature of problem or issue through the help desk application, follow-up on open issues and project and assisting with PC, voice and data support. We are committed to delivering excellent customer service while maintaining a work culture fostering community, collaboration, and innovation.

Requirements

2-3 years of experience with basic hardware, including laptops, desktops and printers.
Experience in troubleshooting, diagnosing problems involving software, hardware or combination of the two.
Experience in Windows, Mac OSX, Microsoft Office, Microsoft Exchange, VoIP Telephony, basic networking and overall end-user support.
Required to work on-call duty when needed.
Basic understanding of Help Desk ticketing platform.
Exceptional written and verbal communication skills.
Strong documentation and organization skills and attention to detail.
Ability to multi-task and demonstrate a sense of urgency when needed.
Required to speak and write the English language in an understandable manner.
Applicant must have a valid driver's license or be able to utilize an alternative form of transportation at their own expense which allows them to reach the required destination in a time period comparable to that if they were to drive their own vehicle.
Employees choosing to drive their own vehicle for work-related duties will be required to have a valid driver’s license and provide proof of insurance, and may be subject to a DMV record search.

Nice To Haves

Audio Video troubleshooting preferred but not required.
Service Desk experience preferred.

Responsibilities

Assist with internal physical moves which include: PCs, telephones, printers; for all property and corporate offices.
Perform basic system administration tasks, such as creating and modifying user accounts, managing file permissions, and assisting with user access-related issues.
Assist users in resetting passwords, unlocking user accounts, and providing basic user account management support.
Maintain accurate documentation of support requests, troubleshooting steps, and resolutions in a ticketing system.
Ensure proper categorization, prioritization, and timely resolution of support tickets.
Field incoming help requests from end users via both telephone and work orders in a courteous and prompt manner.
Provide onsite and remote support to end-users.
Respond to assigned tickets/tasks in accordance with company guidelines.
Record, track and document the help desk request processes including successful and unsuccessful decisions made and actions taken through to the final resolution.
Troubleshoot Windows and Mac desktop and Microsoft Office applications.
Access software updates, drivers, knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution.
React to service outages promptly with adherence to standard operating procedures.
Take ownership of tasks and follow through to ensure complete resolution.
Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
Perform post-resolution follow-ups to help requests.
Escalate technical support calls and tickets to the IT Team Lead when appropriate.