IT Service Desk

About the role

The IT Service Desk is the first point of contact for all employee related IT troubleshooting and support. You will work with internal IT team members in maintaining and responding to all hardware and software IT requests as well as prepare new equipment for new team members and make sure they are equipped to hit the ground running on their first day. We are looking for a team player who is obsessed with customer service and able to handle multiple requests in a fast-paced environment.

Responsibilities

• Acts as an escalation point where difficult or controversial tasks are received.
• Responds to requests for various hardware, software, peripheral, and networking technical assistance, escalate more complex problems to appropriate senior level team member
• Monitor Service Desk for requests/incident assigned and process first-in first-out based on priority and respond quickly and effectively
• Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting ITSD service level requirements
• Perform, schedule, work queues and monitor system alerts activity
• Ensure users are assigned appropriate resources
• Provides complex and unique technical troubleshooting assistance to the end user’s satisfaction
• Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner
• Must be able to demonstrate solid knowledge of major desktop software applications and networking concepts
• Must be able to isolate issues and define problems clearly and articulate solutions in a clear, concise, and consultative manner
• Must have strong customer service orientation; be able to maintain a professional demeanor, and work under pressure to handle critical issues in timely manner
• Take Ownership of ITSD fixed asset inventory and maintain in an appropriate level of accuracy
• Participate in technology related projects in line with business requirements as directed by IT Management
• Develop the manage tools for increase efficiency for the workflow of ITSD as needed
• Generate ITSD score card weekly report and ensure to meet the minimum requirement
• Provides and maintains IT inventory weekly report to management
• Create and perform maintenance for all ITSD standard operating procedures
• Perform other job duties as assigned*

Knowledge and Skills

• Proficiency with Windows 7, 8, 10, 2008, 2012, 2019 server and MS Office Suite
• TCP/IP, UDP, FTP, LAN ,WAN , Switch , Router , IP Addressing , subnetting, DHCP,DNS concepts
• Knowledge for AD/Exchange
• Strong verbal and written communication skills; must effectively communicate the scope of work and technical finding or recommendations to a non-technical audience
• Ability to provide excellent customer service
• Ability to apply diagnostic techniques for problem troubleshooting
• Ability to work confidently in a rapidly changing, fast-paced and results-oriented corporate environment where a high degree of flexibility is required
• Excellent written and verbal communication skills in English

Qualifications

• BS degree in Computer Science or related field
• Knowledge of Atlassian JIRA system
• Minimum 2 years of relevant work experience

Pay

$28.84-$31.25/hourly is an estimated pay range for this role working in Fremont, California office. The final amount will be determined based on the qualifications & experience of the candidate relative to the role.

Benefits

Our employee comprehensive benefits include bonuses, medical, dental, vision, life insurance, AD&D insurance, Paid Time Off, EAP, & 401(k).