Help Desk Support Technician

Help Desk Support Technician

Vacancy expired!

As a Direct Support Technician, you will provide technical support to end-users, work on technology projects, maintain and upgrade IT resources and coordinate with other team members to resolve operations issues.
This position will be a mixture of office, job site and remote work from home. In the future, may require occasional air travel to Southern California job sites. Position home base can be in either our San Francisco or Alameda offices.

Responsibilities:
Technical support:

• Manage help desk ticket queue (incidents and requested items), adhering to department’s Service Level Agreements.
• Provide onsite and remote desktop support for end users (phone, chat, IM, Microsoft Teams, remote desktop software).
• Create end-user self-help Knowledge Base articles.
• Educate end users by walking them through problem-solving processes, so that they can resolve on their own in the future.
• Provide mobile device and VoIP, hardware, and software maintenance & troubleshooting.
• Install computer peripherals for users.
• Network Infrastructure maintenance (troubleshooting and upgrade support for LAN/WAN devices).
• Maintain best practices and procedures for patch management, malware management, security principles and operating system upgrades.

IT Lab Support:

• Maintain a clean IT Lab at all times.
• Onboard and deploy, and offboard and collect laptops.
• Perform basic laptop repair as needed.
• Document and manage all vendor repairs.

Asset Management:

• Update the status and location of all IT assets (Mobile/PC/LAN/WAN devices).
• Perform hardware & software audits.

Perform other projects and duties as required.

Requirements:

• College degree, technical school certificate military, or equivalent experience required.
• Industry certifications a plus.
• Minimum three years of experience in the following:
• Windows Help Desk role supporting 250+ local and remote users.
• Proficiency with managing users and PCs in Active Directory and Microsoft 365 Admin Center.
• Deploying, supporting, and managing Windows OS, iOS, Microsoft Office, mobile devices, cloud-based apps, and common mainstream desktop apps, with a focus on supporting end users.
• Administering user accounts in cloud technologies such as Microsoft O365, Azure, Okta (SSO), Box, One Drive, and SharePoint Online, etc.
• A working understanding of:
• Networking - WAN, LAN, OSI Model, Palo Alto Network, Cisco/Meraki, VoIP, DNS, mail routing protocols, TCP/IP layers, and VPN.
• Compute - Windows OS server (>2008) & Desktop OS (Windows 10, Apple OS & iOS).
• Storage - Cloud based storage, Storage Networks, and File Systems (NTFS, exFat, APFS).

• Industry certifications in technology a big plus (MCSE, MCSA, CCNA, CCNP, ITIL, VCP6).
• Ability to work independently as required, collaborate in a team environment (IT projects), manage expectations, analyze data, and the ability to manage internal and external relationships.
• Excellent written and verbal communication along with strong interpersonal skills.
• Focused approach to customer support.
• Possess a high level of attention to detail and quality, strong administrative and organizational skills.
• Agile, enthusiastic learner with demonstrated ability to manage tasks effectively and efficiently.

PHYSICAL REQUIREMENTS:
Performance of the required duties will require physical ability to sit for long periods of time at a desk; generally, up to eight (8) hours per business day with occasional standing and walking. Regular repetitive motion using hands with constant keyboarding and mouse along with physical use of vision to read computer monitors and paper documents. Regularly required to use hands to operate standard office equipment (personal computer, photocopy machine, fax machine). Occasionally required to stoop, kneel, and lift up to 50 pounds. The noise level in the office work environment is usually moderate.
Disclaimer: This job description is only a summary of typical functions and is not an exhaustive or comprehensive list of all possible job responsibilities, tasks and duties. The above job responsibilities, tasks, and duties may differ from the job description and other duties, as assigned, may be part of the job.

Webcor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.

No Agencies, please.