Support Desk Specialist

Avicena Tech•Sunnyvale, CA

About The Position

We are seeking a responsible and technically skilled Helpdesk Support Technician to join our team. The ideal candidate will have a passion for troubleshooting, a solid understanding of Windows 11, Microsoft 365, and a working knowledge of TCP/IP. You will be responsible for providing application support, assisting users with technical issues, managing hardware support, and ensuring tasks are handled in a timely and efficient manner. This role also requires providing after-hours support and maintaining high levels of customer satisfaction through exceptional service delivery.

Requirements

Minimum of 2 years of experience in helpdesk and user support roles.
Strong technical knowledge of Windows 11, and Microsoft 365.
Experience providing hardware support for desktops, laptops, printers, network multifunction copiers, and peripherals.
Working knowledge of TCP/IP and general networking principles.
Experience with DNS, DHCP, PING, Drive Mapping, Network connections.
Proven ability to troubleshoot technical issues and provide timely resolutions.
Good communication skills, both verbal and written, with a focus on clear and concise customer interactions.
Strong problem-solving skills and attention to detail.
Ability to work independently and manage multiple tasks effectively in a fast-paced environment.
Familiarity with SSO and MFA.

Nice To Haves

Experience with remote desktop tools and remote support software.
Basic knowledge of Windows servers management.
Experience with Active Directory is preferred.
Degree in Computer Science or Information Technology is preferred.

Responsibilities

Provide remote support to end-users via phone, email, or chat, ensuring timely and effective resolution of technical issues.
Troubleshoot and resolve hardware issues, including desktops, laptops, printers, network multifunction copiers, and peripheral devices.
Provide support for Windows 11, and Microsoft 365 environments, troubleshooting software and system-related issues.
Microsoft Outlook, Word, PowerPoint, SharePoint, and OneDrive
Offer application support for various software programs and internal tools.
Utilize ticketing systems to log, track, and manage technical support requests.
Maintain a thorough understanding of TCP/IP networking, helping to diagnose and resolve connectivity issues.
Install applications, troubleshoot user issues
Collaborate with team members to address complex issues and escalate as necessary.
Provide after-hours support or holiday support as required and participate in the on-call to support critical issues.
Demonstrate a willingness to learn new technologies and processes, improving technical expertise and service delivery.