Sr Desktop Support Technician

Job Title : Sr Desktop Support Technician

Location : This position is based in our Campbell, California offices. This position is on site and full time

Why Imperative Care?

Do you want to make a real impact on patients? Imperative Care is changing the way stroke is treated. As part of our team, you’d be developing breakthroughs that will revolutionize the future of stroke care. Every day, the technologies that we develop at Imperative Care directly impact human lives. Our focus is on the needs of the patient, and they come first in everything we do.

What You’ll Do

As a highly skilled technician, the Sr Desktop Support Technician provides complex technical assistance and support related to computer systems, hardware, and software by answering end-user questions including advanced level, screening service requests, determining actions to solve issues and escalating tickets when beyond scope of resolution.  This position while serving as a first-tier response level, uses initiative and considerable judgement, drawn from experience, to recommend effective solutions for user inquiries by addressing system / computer / network issues of considerable difficulty where standard practices and procedures may or may not have been established.  This role identifies process improvement opportunities and makes initial recommendations to IT management.  Additionally, this position supports IT projects when necessary and aids higher-level response teams in following up and resolving escalated concerns.

Respond to and process incidents, requests for service and tasks using Fresh Service system.

Troubleshoot requests for support related to hardware, software, and network systems and determine if able to resolve, or if there is a need to escalate. This position takes complex cases within skill level.

Participate in complex tasks related to the installation, configuration, maintenance, and administration of operating systems and applications.

Assist other team members with tasks related to determining system software or hardware needs required to configure and / or modify systems.

Participate in the preparation and maintenance of operating procedures for technical support, troubleshooting, maintenance, and innovative systems administration techniques.

Configure and deploy hardware to end-users, when instructions and standard processes have been developed for the work at hand and recommend improvements to run more efficiently as well as streamline such processes.

Assist in performing systems software and hardware reviews.

Provide highly skilled technical support and perform moderate research of information technology systems, or processes associated with system software and hardware technology planning, development, implementation, security, and interfaces.

May increasingly be involved with defining and managing roles and access privileges for individual users and devices to a variety of applications to prevent unauthorized access.

Problem-solve end users’ inquiries with Audio / Visual connections.

Learn new systems and software as required.

May provide guidance to others based on proven experience, and within scope of this job.

What You’ll Bring

A minimum of 4 years of technical support experience; or a combination of training and experience.

Technical training or education is preferred.

Comfortable with GMP, GDP procedures and requirements.

Good written and verbal communication skills.

Excellent computer skills, including knowledge of Microsoft office products.

Strong interpersonal skills, effective interaction with Operations and other departments.

Extensive working knowledge of MS Office Suite, Microsoft Teams and Zoom.

Ability to be a good listener and to understand a customer question and help solve it.

Excellent written and verbal communication skills.

Ability to work independently or in a team setting required.

College Degree a plus.

Employee Benefits include a stake in our collective success with stock options, bonus, competitive salaries, a 401k plan, health benefits, generous PTO, and a parental leave program.

Join Us! Imperative Care ()

Salary Range $39.00 -  41.75 / hr

Please note that the salary information is a general guideline only. Imperative Care considers factors such as scope and responsibilities of the position, candidate's work experience, education / training, key skills, and internal equity, as well as location, market and business considerations when extending an offer.  As part of our total rewards package, Imperative Care offers comprehensive benefits including a 401k plan, health benefits, generous PTO, a parental leave program and emotional health resources.

The use of external recruiters / staffing agencies requires prior approval from our Human Resources Department. The Human Resources Department at Imperative Care requests that external recruiters / staffing agencies not to contact Imperative Care employees directly in an attempt to present candidates. Complying with this request will be a factor in determining future professional relationships with Imperative Care.

Imperative Care will not accept unsolicited resumes from any source other than candidates themselves for either current or future positions. Submission of unsolicited resumes in advance of an agreement between the Human Resources Department and the external recruiter / staffing agency does not create any implied obligation on the part of Imperative Care.

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