What are the responsibilities and job description for the HelpDesk-System Tech position at Redolent, Inc?
One of our direct client is urgently looking for a HelpDesk-System Tech@ Sunnyvale CA
TITLE: HelpDesk-System Tech
LOCATION:Sunnyvale CA
Duration: 6 to 12 Months
Rate: DOE
Description:
Responsibilities to include but not limited to:
- Ability to support customers via remote assistance, phone, walkups, chat proficiently
- Proactively respond to incidents and technical service requests as they arise
- Troubleshoot and resolve issues with laptops, desktops, virtual machines, VPN, mobility devices and productivity software such as Microsoft O365, Zoom, BeyondTrust (Bomgar)
- Diagnose hardware issues and replace faulty components
- Troubleshoot and resolve issues related to software and hardware compatibility
- Track requests, issues and solutions using ServiceNow
- Take ownership of tickets and communicate progress with customers in a timely manner
- Maintain a high degree of customer service for all support requests and incidents.
- Manage user and computer accounts using Microsoft Active Directory
- Provides customer service and addresses customer issues by addressing complex or unresolved issues escalated from Operations Analysts; and providing expert advice or identifying key contacts to resolve the issue.
Additional job responsibilities assigned by manager
Required Qualifications:
- Associate degree/Bachelor’s degree preferred or equivalent experience
- 2 years in a technical support role
- 3 years supporting Windows and macOS hardware and software
- Excellent communication and troubleshooting skills
- Ability to multi-task, prioritize and handle pressures well in a fast paced, team environment
- Excellent customer service
- Excellent written and verbal communication skills
- Strong technical, analytical and problem-solving skills
- Familiarity with Networking HW, LAN and Wi-Fi, DNS troubleshooting
- Knowledge of Active Directory users and groups
Preferred Qualifications:
- Jamf JSS knowledge or Jamf 200 and 300 (CCT and CCA) certifications is a PLUS
- Microsoft certification is a PLUS
- Experience with security tools like Symantec and McAfee
