Service Desk Technician II

Prometheus Real Estate Group•San Mateo, CA

2d•$35 - $38•Hybrid

About The Position

Our team is looking for a Service Desk Technician II to join our IT team as a key resource for providing advanced end-user support, specializing in PC and Apple-based hardware, software applications, network and directory services, telephony, and cloud-based solutions across the organization. As a mid-level role within the IT service desk, this position is responsible for addressing more complex technical issues, implementing best practices, and contributing to the continuous improvement of IT support processes and procedures.

Requirements

3+ years of relevant experience within desktop support and troubleshooting.
3+ years of relevant experience within support for computing hardware and software including asset inventory and license tracking.
1+ years of experience in managing projects with responsibilities to do with Service Desk
2+ years of experience with IT Service Management ticketing systems.
Fundamental knowledge of Information Security
Able to prioritize, multi-task, and meet deadlines effectively.
Strong communication and interpersonal skills to manage relationships internally and externally.
Problem-solver who can thrive in a fast-paced environment.

Nice To Haves

Associate's degree in management information systems or computer science preferred.
Certifications such as A+, Network+, Security+, and ITIL are preferred.

Responsibilities

Analyzes, troubleshoots, and resolves complex incidents and service requests related to software, hardware, networking, cloud services, security policies, and enterprise applications. Addressing and resolving these incidents in a timely manner, ensuring proper logging, categorization, prioritization, and escalation when necessary.
Create, update, and maintain comprehensive technical documentation to ensure accuracy, consistency, and accessibility of troubleshooting guides, and configuration records. Develop and document new or updated technical processes by analyzing current workflows, identifying inefficiencies, and implementing streamlined procedures, as necessary. Establish new or best practices based on emerging technologies by evaluating areas of opportunity to improve or enhance IT support and service deck efficiencies.
Collaborate with internal IT teams and business stakeholder to support and lead successful implementation of IT services enhancements. Participate and lead Service Desk related projects. Service as a mentor and escalation point for other Service Desk Technicians by providing technical training, knowledge sharing, and hands-on support.

Benefits

Medical; Vision; Dental:100% Company-paid plans (including eligible dependents) and affordable buy-up options
Life insurance; Accidental Death & Dismemberment Insurance; Long Term Disability
Behavioral Health Program Accessible 24/7
Tax-Free Flexible Spending Accounts
401(K) Retirement Plan with Employer Matching
Recognition & Rewards Program (Torch)
Vacation:10 days per year with accrual increasing over time
Anniversary Vacation Bank Granted at Tenure Milestones
Sick Leave: 9 days per year
12 paid holidays, including your birthday!
Paid Volunteer Time
Housing discounts
Educational Assistance, Tuition Reimbursement, Loan Repayment, and Scholarship Awards
Hybrid Schedule