Senior Desktop Support Technician Silver Spring Networks
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This position will be a part of a team of IT Service Desk technicians who handles technical work of troubleshooting and resolving cases. The ideal candidate will provide support across all business functions for Windows and Apple OS platforms and mobile devices. Must have a passion for customer service, a friendly and helpful attitude, and be comfortable working in a fast-paced high tech environment. This candidate will partner with IT peers to ensure successful deployment of IT technologies. Understand the big picture and can clearly articulate how the role helps the IT organization achieve their goals. This candidate will also be viewed as a technical leader and resource for the IT Service Desk Interns.
The team?s mission is to provide and ensure high integrity and consistent delivery of services for both desktop support and basic system administration capacity. The successful candidate will be supporting a high performing and collaborative set of customer groups and be a key contributor to ongoing and accelerated growth. Because we are a small team, the ability to communicate technical ideas effectively, in oral and written forms, and solve complex problems in a team environment will also be considered.
Build, configure, maintain and manage systems for all employees on Windows and MAC platform using latest technologies
Troubleshoot computer hardware and software problems, resolve issues or provide a workaround
Manage and/or set customer expectations
Develop and maintain appropriate operational documentation
Recommend procedures and standards to improve the quality and delivery of service to customers
Working knowledge of AD, Exchange, TCP/IP, DNS, DHCP, VPN
Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs
Develop trends by monitoring and analyzing incoming cases via phone, email, and walkups support requests
Records and escalate incidents and requests as required to ensure quality of service and within established SLA?s.
Works with vendor support contacts to resolve technical issues within the desktop environment
Operates within, enforces, and suggest modifications and additions to desktop standards and guidelines
Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
Maintain adequate knowledge of operating systems and application software used to provide a high level of support
Serves as an escalation point for more complex technical issues.
Ensure customer expectations are set and consistently met or exceeded.
The ideal candidate has 3+ years of computer support and troubleshooting experience
Experience in a corporate IT environment using ticket based workflow.
Intermediate knowledge of Microsoft Windows 7 and Office 2010 in a corporate Active Directory environment.
Basic knowledge of Mac computers.
Must be extremely professional with a great image, have strong interpersonal skills, be empathetic, be very energetic, have experience dealing with all levels of users.
Ability to work effectively as a team member, to prioritize duties in a fast-paced environment, working on multiple tickets/projects at a given time.
Excellent written and verbal English communication skills.
Redwood City, California, United States
||575 Broadway Street |
Redwood City, CA 94063
THIS JOB HAS EXPIRED