Desktop Support Technician Jobs in USA, CA, Mountain View | Rose International Job

• Only qualified Desktop Support Technician candidates located near Mountain View, CA, will be considered due to the position requiring an onsite presence

• Required Skills:

• 3-5 years of Service Desk and Desktop Support experience for both PC and Mac required
• Experience working with multiple customers face to face in a 'Walk Up Bar' type of corporate environment is preferred
• Certifications obtained or working towards: ACMT, CCT, ITILv4, Comp/TIA
• 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
• Minimum of an Associate's Degree in a computer technology or equivalent from two-year College or technical school
• Familiarity supporting Mac OS Ventura/Sonoma & Windows 10/11
• Previous experience with Microsoft Office is preferred
• 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, 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

Description:

• The role of Desktop Support Analyst 2 is to help employees with all facets of the corporate computing environment.

The Desktop Support Analyst must combine an understanding of Macintosh & Windows with firsthand experience. Excellent communication and interpersonal skills combined with technical skills are essential to providing a "high touch" level of support to the employee community.

Responsibilities:

• 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
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.

•