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Must Haves: 3+ years technical support experience; Windows/macOS imaging; Active Directory; printer and mobile device troubleshooting; LAN, DNS, TCP/IP, Citrix support; hardware asset tracking;onboarding/offboarding tasks; remote support; vendor and telco coordination; strong soft skills; self-starter
Nice to Have: Familiarity with ITIL; experience with enterprise security patching; managing remote users and office installs; Bachelor’s degree g
Day to Day: Serve as primary onsite IT support for San Francisco office; handle desktop/laptop support, network connectivity, printer and mobile device troubleshooting; manage imaging, software, user accounts, and onboarding/offboarding; provide remote support to other offices; coordinate with vendors and telco providers; track assets and ensure excellent service delivery
DescriptioN:
Desktop Support Analyst to provide technology assistance for a wide range of IT services to our colleagues, over the phone, remotely, and in person. Being in a customer support role, you will have the opportunity to identify the technology needs of your colleagues and provide feedback to your management and the technology team. You will be proactive in resolving issues and find ways to enhance efficiency and quality of service to our colleagues.
You Are:
Customer oriented – You will need to be able to deliver a high level of customer support and training to employees at all levels of the company, and explain and resolve complex technical issues to a non-technical audience. You possess excellent customer service and interpersonal skills. In this role, you are the face of the Technology Team and the first person to provide assistance on a technology issue.
A self-starter – You are quick to respond to operational tasks and are able to find opportunities for process improvement and work with the Help Desk and greater Technology Team to achieve these goals. You possess the time management skills to prioritize your tasks. You have the discipline to work independently and remotely to accomplish a set of tasks and can efficiently supervise vendor visits and ensure site work gets done.
A natural problem solver – You identify challenges, analyze the root causes, seek to understand rationale behind current setups, and offer changes to improve where needed.
Able to take ownership of tasks and see them to their resolution – When gaps in processes or a lack of accountability are identified, you take ownership and ensure that these needs are met.
Comfortable with a wide array of technology – We are responsible for supporting a number of technology systems and provide comprehensive support to employees that require support.
A team player – You will be working with teammates and supporting colleagues in multiple office locations.
Being based in our San Francisco Office, you will be part of a local technology team and responsible for providing effective technology support to the San Francisco Office colleagues as well as remote support to colleagues in other locations.
Periodic travel to our other offices is required. You will also work with the greater technology team and will need to be able to take into account differing office cultures and communication styles.
Qualifications
- 3 years of recent, professional, hands-on and over-the-phone technical support experience.
- Experience with imaging solutions (both Windows and macOS).
- Experience managing Windows endpoints in an enterprise environment.
- Ability to manage user accounts and groups through Microsoft Active Directory.
- Experience with common network connectivity (LAN, DNS, TCP/IP, Wi-Fi) and remote access/Citrix.
- Ability to troubleshoot printing issues.
- Ability to resolve common issues with mobile devices (e.g. iPhone, Android).
- Experience with managing vendors, working with building personnel to get telco services installed.
- Experience with hardware asset management and tracking solutions.
- Ability to manage access and accounts, and deploy technology equipment during new employee onboarding and offboarding.
- Experience with providing remote support assistance for server and network devices
- Ability to work onsite 5 Days week
Preferred Qualifications
- Strong analytical and creative problem-solving skills to resolve highly complex technical incidents and improve existing processes.
- Experience acting as an on-call resource and provide remote support to colleagues.
- Experience with working with and keeping vendors and installers on track.
- Be familiar with the ITIL framework and ITIL methodologies.
- Understanding of enterprise security remediation and patch management.
- A Bachelor’s degree or advanced training and experience in a technical discipline is preferred.
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