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Desktop Support Technician

Posted on Aug 13, 2019 by GreatCall

San Diego, CA 92101
Immediate Start
Annual Salary
POSITION: Desktop Support Technician DEPARTMENT: Information Technology REPORTING SUPERVISOR: Manager, Helpdesk/Desktop Support DIRECT REPORTS: No FLSA: Non-Exempt EMPLOYMENT STATUS: Direct Hire TRAVEL REQUIREMENTS: up to 10% local travel may be required SCHEDULE: 8AM to 5PM or 9AM to 6PM ABOUT THE TEAM: The Desktop Support team operates in a tight-knit, collaborative environment. IT, Systems Development, Product Management, Customer Care, Marketing & Direct Sales all work closely together to align on creating value through health and wellness products and services. We also strive to maintain a strong bond and trust between our internal teams (architecture, development, test, configuration, operations, etc.). We encourage each other to work together and help one another make our work life at GreatCall more satisfying and rewarding. This is a team that constantly looking for ways to improve our development operations through people, process, and technology. The team also fosters a culture of innovation and encourages everyone to contribute through new ideas and insights. ABOUT THE JOB: As a Desktop Support Technician, your primary responsibilities will be to provide front line technical support for all internal customers (GreatCall employees) as it relates to their computing environment, including devices, services, and software. This individual will be responsible for tracking any and all issues through our ticketing system and following Service Level Agreements (SLA s). The ability to listen to the employee s needs, resolve expressed concerns, and improve the quality of the internal customer s computing environment is the key to success in this position. RESPONSIBILITIES: -Answers and responds to IT support calls, services requests, incident tickets, and e-mail. -Installs, tests, and configures workstations/laptops, software, phones, printers, and peripheral equipment -Troubleshoot issues related to Active Directory and Windows environments -Troubleshoot issues related to MACs in an enterprise Windows network -Support creation of new users\disables users in Active Directory and other internal systems -Demonstrate ability to maintain a customer service focus and attitude at all times, including experience supporting executive leadership -Train users on operating system and other tools as required -Recognize patterns and escalate issues to other members of IT team -Document processes and solutions in our Help Desk Knowledgebase -Troubleshoot, support mobile devices (Android and iOS) -Occasionally take on special projects and additional duties. QUALIFICATIONS: Education: High School Diploma or GED required, Associates Degree preferred Certification(s): A+, ACMT, MCP, MCSE, Network+, HDI, certifications are preferred Experience: -Minimum 3 years of experience providing help desk and desktop support in an enterprise environment using Microsoft Active Directory required -Minimum 1 year of experience with enterprise imaging and desktop deployment technologies (preferably WDS, MDT, and/or JAMF) required -Minimum 1-year executive level staff and conference room support preferred. -Experience using Help Desk ticketing software such as Jira, Service Now or Salesforce in an enterprise environment Knowledge/Skills/Abilities: -Excellent understanding of desktop/laptop technologies including Windows 7-10, OS X, Office 2016 and Office 365, imaging tools, BIOS and firmware updates, patches and other software upgrades, and anti-virus. -Knowledge of Microsoft Active Directory 2012/2016 -Good understanding of basic network support, VLANs, VPN, wireless, and cabling. -Knowledge of desktop and laptop hardware (Dell, Lenovo, Apple, and HP) -Understanding of video teleconferencing applications such as Zoom, WebEx or Bluejeans -Strong Written and Verbal Communication Skills Personal Attributes: -Customer focused -Results Oriented -Ability to learn on the fly -Problem solving and time management skills -Patient and committed to ethical behavior -Ability to plan tasks and projects effectively -Ability to set priorities and stay focused

Reference: 744994351