Desktop Support Technician

What are we looking for in our Desktop Support Technician?

Russell Tobin's client, a multinational business software company is hiring a Desktop Support Technician to work in Mountain View, CA

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Employment Type: Contract/Onsite

Location: Mountain View, CA

Pay rate: $45-$49/hr. DOE

Responsibilities:

• Duties range from remote desktop assistance to providing support over the telephone to troubleshooting issues that arise with computers.
• May also serve other IT department roles such as ensuring that all of the computers in their company's network are backed up, safe and secure.
• May also deploy security updates to all the systems in their companies' servers and computers to make sure they are never compromised.
• May be required to show staff members how to use their company's computer programs and networks and how to adhere to security standards.
• Format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users.
• Coordinate with vendors to resolve problems.
• Add or replace memory, new keyboards, motherboards, and other components.
• Set up and troubleshoot domains, user accounts and software accounts.
• Configure, test, and troubleshoot network connectivity and wireless access for local and remote computers or devices.

Required Skills:

• Ability to troubleshoot software, hardware and connectivity issues remotely
• Ability to understand & articulate root cause on customer issues
• Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
• Familiarity with encryption and security tools and triaging within this environment
• Assist customers in gaining access to various systems and servers
• Provide support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco/Polycom telephony
• Setup and maintain shared mailboxes/distribution lists in Exchange Distribute and patch software using UEM and HUB technologies
• Communicate call trends and challenges in daily team meetings
• The ability to take on small projects from start to finish
• Keep Knowledge Base and process documentation up-to-date
• Work closely with the team to resolve or properly close aging tickets
• Manage the individual and ticket queue for the team
• Ensure the highest level of customer satisfaction
• May require deeper systems knowledge and extensive partnership on projects with Tier 3 engineering teams
• Maintain process ownership and expertise for a specific area as a Knowledge Domain Expert
• Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively
• Passionate about providing excellent customer service and follow-thru to completion
• Familiarity supporting Mac OS X & Windows 10/11
• MS Exchange
• Good problem solving, diagnosis and troubleshooting skills
• The ability to work under pressure in a fast paced environment is a must
• Familiarity with wired and Wi-Fi Networking with Windows Active Directory
• Familiarity with Exchange, AD, Software Distribution Systems, and related technologies
• Familiarity with Video Conferencing support and communication technologies such as Zoom is a plus
• Working knowledge of collaboration tools such as Slack, Box, Google Suite
• Familiarity with ticketing systems such as Service Now is a plus
• Strong mobile support (Android, iOS, etc) experience
• Ability to work independently and within a team

Requirements:

• 3-5 years of Service Desk and Desktop Support experience for both PC and Mac required
• Certifications obtained or working towards: ACMT, CCT, ITILv4, Comp/TIA

Nice to have:

• Experience working with multiple customers face to face in a ‘Walk Up Bar’ type of corporate environment is preferred 
• Previous experience with Microsoft Office is preferred
• Prefer minimum of an Associate's Degree in a computer technology or equivalent from two-year College or technical school 

Benefits that Russell Tobin offers:

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors. 

Rate/Salary: $45-$49/hr. DOE