This is a contract role through Magnit Global for a premier provider of networking and security solutions in the US. This is a FULLY ONSITE role in Santa Clara, CA.
Job Title: Desktop Support Technician
Job Overview:
We are looking for a Desktop Support Technician to join our Global Service Desk (GSD) team reporting to the Associate Desktop Support Manager. In this role, you will provide frontline user support for desktop computers, applications, mobile devices, and related technology. The GSD team manages end-to-end user support functions comprised of client computing, IT asset management, GSD operations, and site support. The team has a diverse and unique skill set, which serves as a learning platform for all GSD members. Beyond the day-to-day tasks, you will improve the user experience by making sound judgments when making decisions.
You are the ideal candidate if you are self-motivated and highly customer-focused, able to process a significant amount of support requests, change gears quickly, and balance numerous tasks in tandem. You have strong communication and problem-solving skills, are reliable and work well with moderate supervision, and are a strong analyst and troubleshooter.
Responsibilities:
· Provide day-to-day IT support to local, remote offices and global users using a ticketing system in person and via email and instant messaging.
· Assist staff with installation, configuration, and ongoing usability of laptop computers, as well as peripheral equipment and software.
· Image, build and set up user accounts, as well as deploy and support computers for new employees.
· Collect equipment from departing employees and add it to the tracking database.
· Assist in IT needs for the staff or executive meetings.
· Create knowledge base articles.
· Maintain user accounts in programs such as AD, SSO, etc.
· Significant focus on AV Room support, preferably MS Teams.
Requirements:
· 3-5 years in a desktop/helpdesk support role with demonstrated proficiency in troubleshooting and technical problem solving while providing outstanding customer service
· Experience with asset refresh
· Strong knowledge and experience in reimaging and end-to-end data transfers for Mac and Windows systems
· Experience using ServiceNow ITSM tools.
· Strong knowledge of MS Office, Office 365/Outlook, SharePoint/OneDrive.
· Demonstrated proficiency with Active Directory and remote support tools
· Solid troubleshooting experience in wireless, printing, mobile, VPN, browser-related portals, hardware support and service, AV system support, and desktop network troubleshooting
· Excellent customer service focus in all aspects of work
· Ability to support Okta SSO/MFA
· Knowledge of endpoint management platforms like MS Intune and Jamf is desirable
· Ability to follow and create knowledge base articles
Hourly Pay Rate Range (dependent on location, experience, expectation)
