Information Technology Support Technician

Job Description

IT Support Technician / Direct Hire, FTE / Fully benefited (PTO, holidays, medical, dental, vision, matching 401K, etc.) / Onsite, San Mateo, CA.

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Responsibilities:

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• Field incoming help requests from end users via both telephone and work orders in a courteous manner.

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• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

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• Build rapport and elicit problem details from help desk customers.

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• Troubleshooting and performing routine maintenance of workstations and servers remotely.

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• Maintaining a positive attitude and fast paced, detail oriented, and multi-tasking work ethic.

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• Diagnostics of malfunctioning Apple and Windows hardware and software.

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• Responding to, detailing work done, and closing remote support tickets.

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• Maintenance and updating of our customer database used in creating service request orders.

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• Assisting customers in purchasing decisions when needed.

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• Maintaining a safe and clean work environment.

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• Maintaining a professional image and attitude.

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Operational Management:

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• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

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• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.

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• Apply diagnostic utilities to aid in troubleshooting.

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• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

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• Identify and learn appropriate software and hardware used and supported by the organization.

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• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

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• Test fixes to ensure problem has been adequately resolved.

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• Perform post-resolution follow-ups to help requests.

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• Develop help sheets and knowledge base articles for end users.

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• Perform related duties consistent with the scope and intent of the position.

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• Strong understanding of the Agile Methodology and workflow a plus.

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Required Skills:

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Hardware

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• Practical knowledge of internal components of workstations and servers to include motherboards, ram, hard drives, video, sound, I/O, optical drives, ports and cooling systems.

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• Practical knowledge of accessories including keyboards, pointing devices, scanners, printers, networking devices, routers, wireless devices, security devices and gaming devices.

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• Practical knowledge of stress limitations, heating and cooling limitations, overclocking limitations, and networking limitations.

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• Practical knowledge of assembly, disassembly, and maintenance of all hardware components.

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Software

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• Practical knowledge of all currently available Windows operating systems to include installation, recovery, setup and updating of all current versions.

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• Understanding of ServiceNow, Jira, Confluence, and other ticketing/KB software.

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• Experience with JAMF and/or Mosyle preferred.

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• Experience with mobile devices, tablets, etc.

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• Understanding of ConnectWise Manage and Automate.

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