This position could be a great fit if you are:
- Passionate about learning new things and finding the answers
- Appreciate and desire open communication and transparency
- Creative with resources and able to adapt to varying/changing situations
- Great at working and interacting with people in-person and on the phone
- Skilled at managing multiple tasks and thrive in a fast-pace environment
- Always laughing and smiling (sense of humor!)
- Proactive, responsive, and responsible
- Always looking to excel in what you do
- A teacher by nature and enjoy empowering others
- Relentless in providing service to others
- Constantly seeking opportunities to collaborate
Job Duties:
- Drive to client locations in the BayArea.
- Apply technical knowledge and skills to resolve IT support requests.
- Adapt to changes quickly
- Respond to and resolve client technical issues expeditiously and professionally
- Maintain up-to-date documentation of customer systems
- Work with internal and external technical staff and vendors
- Provide system documentation to include system reviews and recommendations
- Attend team and department meetings to develop ideas to improve performance metrics
- Continuously strive to improve customer service, perception, and satisfaction
- Escalate service issues that cannot be completed within agreed service levels
- Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
- Document internal processes and procedures related to duties and responsibilities
- Track all tasks and time entries daily in company CRM
- Work through a daily schedule that has been established through the dispatch process
- Understand processes in company CRM by completing assigned training materials
- Work with collaboratively with the Service Coordinator to schedule onsite client visits
- Travel to the San Francisco office for pre-scheduled meetings, equipment pickups/drop-offs, etc.
- Plan, prepare, and strategize to resolve reported issues prior to client appointments
- Develop a resolution plan when needed to resolve more complex technical issues
- Provide excellent communication to internal team and directly to client throughout the service delivery process and keep them informed of progress, impending changes, agreed outages, etc.
- Research technical issues and follow troubleshooting methodology for resolution
- Engage in learning new technologies and applications
Technical and other skills:
In order to be successful in your role, you must have knowledge of the following technologies and experience with supporting them.
- Microsoft Windows operating systems including Windows 8, and Windows 10
- Mac OS X (10.8 and later)
- Creating OS computer images and deploying images to multiple computers
- Migrating user settings between two computers
- Providing moves, add, changes and deletes for Microsoft Active Directory Services and Cloud directory services such as Office 365 and Google Apps
- Deploying, troubleshooting, and configuring productivity applications including Office and Google Apps
- Configure and support mobile devices and tablets including iOS and Android
- Troubleshoot issues related to network connectivity and Internet access from the desktop through to the ISP router
- Demonstrated sound technical diagnostic and troubleshooting skills
- Technical awareness: the ability to match resources to technical issues appropriately
- Service awareness of all organization’s key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast moving environment
- Strong interpersonal skills including telephony skills, communication skills, active listening and customer-care
Additional Requirements:
- At least two years of experience in a similar role
- Professional IT Certifications (preferred)
- Bachelor’s degree (preferred)
- Valid California driver's license and car insurance
- Driving record in good standing
- Authorization to work in the USA