Service Desk Technician-Alviso, CA-6+Months




HI,

 

Hope you are doing good!

 

Please let me know if you are interested in the below position.

 

Internal Tittle: Service Desk Technician – Level II

Location: Alviso, CA

Duration: 6+Months

 

Description

The Level II Service Desk Technician’s role is to ensure proper computer operation so that end users

can accomplish business tasks. This includes actively resolving escalated end user help requests

within established SLAs. Problem resolution may involve the use of diagnostic and help request

tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

 

Responsibilities

Strategy & Planning

Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Alert management to emerging trends in incidents.

Acquisition & Deployment

Assist in software releases and roll-outs according to Change Management best practices.

Operational Management

Assisting in providing Level I Support when request volumes are high.

Act as an escalation point for advanced or difficult help requests.

Build rapport with Service Desk customers.

Escalate problems (when required) to the Service Desk Manager.

Record, track and document the service desk request problem-solving process, including all

successful and unsuccessful decisions made, and actions taken, through to final resolution.

Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and FAQ resources on the

Internet/Intranet to aid in problem resolution.

Perform hands-on fixes at the desktop level, including installing and upgrading software,

installing hardware, implementing file backups, and configuring systems and applications.

Install anti-virus software and ensure virus definitions are up-to-date.

Test fixes to ensure problem has been adequately resolved.

Perform post-resolution follow ups with Level I Technicians as required.

Develop help sheets and FAQ lists for end users.

Reinforce SLAs to manage end-user expectations.

 

Position Requirements

Formal Education & Certification College diploma or university degree in the field of computer science and/or [5 plus] years

equivalent work experience.

Certifications in [Linux; Mac OS; Windows] are a plus

Knowledge & Experience

Knowledge of advanced computer hardware, including [desktop, laptop, VMware and server

support experience is a plus].

Experience with desktop and server operating systems, including [Linux (CentOS; Windows;

Mac OS].

Extensive application support experience with [Microsoft, Mac OS, other (Open Office, etc)].

Working knowledge of a range of diagnostic utilities, including [Anti-Virus/malware, LANDesk,

MDM solutions, remote access, etc ].

Experience working in an ITIL-driven environment, and working knowledge of ITIL principles

and processes.

Exceptional written and oral communication skills.

Exceptional interpersonal skills, with a focus on rapport-building, listening and questioningskills.

Strong documentation skills.

Personal Attributes

Ability to conduct research into a wide range of computing issues is required.

Ability to absorb and retain information quickly.

Ability to present ideas in user-friendly, business-friendly and technical language.

Highly self-motivated and directed.

Keen attention to detail.

Proven analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Exceptional customer service orientation.

Experience working in a team-oriented, collaborative environment.

 

Please send the updated resume to john@g11n.it


Regards,

John

Sr IT Recruitment Specialist
Tel: (803) 339 1600 Ext: 5553 

E-Mail: john@g11n.it



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