Location: San Francisco, CA Duration: 6+ months contract to hire Roles: 2 Job Responsibilities:
Provide level II help desk support to internal and external users, resolving basic issues according to documented procedures and escalating to appropriate on-call staff as needed.
Track and monitor escalated issues to ensure proper resolution.
Document all calls and events with detailed information regarding issue tracking and resolution.
Research customer or application errors and resolve basic issues according to documented procedures
Maintain and update documentation used to perform to daily duties.
Complies with all security policies and procedures, to ensure that the highest level of system and data confidentiality, integrity and availability is maintained.
Required Skills:
Must have 3-5 years’ experience with Tier 2 desktop support (supporting remote environments)
Experience with Telephony knowledge - Interface with outside vendors
Ability to manage outside vender relationships
Experience with both MAC and Windows Troubleshooting
Advanced skill level (SME) with MAC
Experience working with dashboards within Intune and SCCM
Experience with basic troubleshooting with wireless headsets – USB
Experience with VPN troubleshooting
Experience with Palo Alto Troubleshooting
Experience with Jump server access -Okta- password resets
