Sr. Desktop. Helpdesk, IT Support

Successful Candidate:  Available to work onsite everyday Mon-Fri 8am-5pm PST. Will be able to research their own answers. Must be comfortable offering tech support in a customer facing role. Excellent communicator. This is a white glove role, there is an expectation that they are an excellent communicator and have 4 years of formal technical support, help desk or customer success management experience for a technology company.

Team culture: Team is mix of 10 remote and onsite techs all supporting the same group. They are team oriented offering white glove service supporting user from start to end as liaison between teams. All techs offer feedback on the Digital Workplace Experience (DWX).

Key Activities for the DTI Advanced Support team member include:

• Provide technical and non-technical customer focused IT support, develop and maintain relationships within the business, at all levels • Independently resolve complex, break-fix issues; solve user problems at the desktop or provides phone support to diagnosis remote customer issues • Identify and solve complex system issues with PCs, Macs, and mobile devices • Basic networking skills (understands basic concepts of network and host addressing such as subnet masks, well known ports, MAC addressing, DNS, etc.) • Windows 10 proficiency • Microsoft Office 365 proficiency • Intermediate SharePoint skills and ability to troubleshoot user access problems (e.g., browser cache clearing) • Monitors, troubleshoot, and remediate Information Technology applications, systems and hardware for support related issues • Able to troubleshoot authentication and authorization issues, such as account lockout, account expiration, Multi-Factor Authentication, etc.
• Knows fundamentals of end-user encryption, particularly BitLocker • Follows escalation procedures when appropriate to resolve processing problems and user problems in a timely manner and meet service levels and other standards for • Installation of Windows Update patches on user workstations • Solid understanding of end-user hardware setup (docking stations, USB ports, monitors) • Able to independently handle all printer and printer issues (low/no toner, printer connectivity, double-sided printing, scanner functions, etc.) • Strong interpersonal and communication skills • Work well with the teams

Basic Qualifications:

Master’s degree

OR

Bachelor’s degree and 2 years of Information Systems experience OR Associate’s degree and 6 years of Information Systems experience OR High school diploma / GED and 8 years of Information Systems experience

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or Life Sciences • 4 years of formal technical support, help desk or customer success management experience for a technology company • Technical background and in depth, hands-on delivery experience with the following technologies:
• Collaboration Tools (Office 365, One Drive, MS Teams, Webex, etc.) • Messaging tools • SharePoint • Audio-Video conferencing technology (Cisco) • Devices – mobile (iPhone), PC (Lenovo), Macs • Superb communication, interpersonal skills, and writing skills with ability to understand customer needs • Enthusiastic about technology with validated technical capability • Passionate about customer service and how it can transform businesses • Ability to multitask with ease

Location:   South San Francisco