Helpdesk Technician jobs in Reno, NV

The role of Help Desk Support Specialist I (CW) is to help employees with all facets of the corporate computing environment. The Analyst must combine an understanding of Macintosh & Windows with firsthand experience.

Responsibilities

• Troubleshoot software, hardware, and connectivity issues in person & remotely via virtual support (phone/chat)
• Troubleshoot video conference issues
• Ability to understand & articulate the root cause of customer issues.
• Log all Service Desk contacts into the Incident Management System (ServiceNow)
• 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 AppStream environments, VDI machines, and Avaya/Cisco telephony.
• Set up and maintain shared mailboxes/distribution lists in Exchange Management Console/Exchange Admin Console.
• Deploy/patch software using Casper and LANDesk technologies.
• Communicate call trends and challenges in team meetings.
• The ability to take on small projects from start to finish
• Knowledge Base and process documentation skills.
• Work closely with the team to resolve or properly close aging tickets.
• Take ownership of employee issues and follow up on the status of the problem on behalf of the user and communicate progress in a timely manner. 
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.

Requirements

• 2-3 years of Service Desk or 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 and virtual support via phone/chat
• Experience with installation, upgrade, and maintenance of software, hardware, and peripherals.
• 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 7/10
• 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 Jabber, Blue Jeans, Zoom is a plus
• Working knowledge of collaboration tools such as Slack, Box, Google Suite
• Familiarity with ticketing systems such as Service Now or similiar
• Strong mobile support (Android, iOS, etc) experience Ability to work independently and within a team

• 
  
  Thank You, I look forward to connecting with you!
  
  THANK YOU for your time,
  Penny Meinert
  Senior Recruiter/Veteran Programs
  3100 W. Ray Road Suite 201  Chandler, AZ 85226
  (602) 838-4141 | Penny.Meinert@PeopleMakeUS.com
  
  www.PeopleMakeUs.com