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

• Experience Required:

• 3-5 years in a corporate desktop support/service desk environment
• Ticket handling: ability to follow up, track, and close tickets efficiently
• Basic troubleshooting: hardware, software, and end-user issues
• Strong customer support and communication skills

Technical Environment:

• Mac-heavy environment (˜90%) - must be comfortable supporting macOS
• Some exposure to Windows PCs (˜10%)
• Mobile device support: Android & i

OSSystems & Tools:

• Microsoft Exchange
• Active Directory
• G Suite (Google Workspace)
• Slack
• ServiceNow (or similar ticketing tools)

Responsibilities:

• The Desktop Support Technician installs, updates, and repairs personal computer hardware, software, and network service systems
• Maintains and implements desktop solutions in support of organizational business needs
• Provides professional-level phone support to customers
• Performs all duties in accordance with company policies and procedures
• Troubleshoot and replace laptop and PC hardware
• Perform hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support
• Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to the next level of technical staff
• Set up, maintain and troubleshoot
• Participate in the IT Support queue, which will result in assigning and prioritizing open issues
• Log, prioritize, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up requests reporting technical problems. When appropriate, determine the appropriate group for escalation
• Troubleshoot issues as 1st and 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues.
• Perform server and desktop computer updates to safeguard from malicious viruses and malware
• Manage customer issues and requests by creating, tracking and documenting technical solutions
• Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks
• Build/deploy new workstations (desktops, laptops)
• Install/upgrade hardware/software on Windows workstations
• Troubleshoot assigned tickets to determine if the issue can be resolved or determine the appropriate group for escalation
• Maintain positive relations through effective customer follow-up
• 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.