Help Desk - Systems Tech

Overview

One of our direct client is urgently looking for a HelpDesk System tech @ Sunnyvale CA

TITLE : Help Desk System-Tech

LOCATION : Sunnyvale, CA

Duration : 6 to 12+ Months

Rate : DOE

Note : Description : T System Tech is responsible for supporting laptops, desktops, virtual machines, mobility devices and productivity software for associates and vendors located on the West Coast. This individual will work with members of other Tech Support / product / engineering teams in California, Bentonville and other locations.

Responsibilities

• Ability to support customers via remote assistance, phone, walkups, chat proficiently
• Proactively respond to incidents and technical service requests as they arise
• Troubleshoot and resolve issues with laptops, desktops, virtual machines, VPN, mobility devices andproductivity softwaresuch as Microsoft O365, Zoom, BeyondTrust (Bomgar)
• Diagnose hardware issues and replace faultycomponents
• Troubleshoot and resolve issues related to software and hardwarecompatibility
• Track requests, issues and solutions using ServiceNow
• Take ownership of tickets and communicate progress with customersin a timely manner
• Maintain a high degree of customer service for all support requests and incidents.
• Manage user and computer accounts using MicrosoftActive Directory
• Identifies technical issues and opportunities for improvement and provides resolutions by using tools to research trends; analyzing data; and researching new technologies to improve tools used within the area.
• Provides customer service and addresses customer issues by addressing complex or unresolved issues escalated from Operations Analysts; and providing expert advice or identifying key contacts to resolve the issue.
• Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.
• Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.

Required Qualifications

Preferred Qualifications

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