Desktop Support Technician

Our client, a global fintech company, is seeking a Desktop Support Technician

Apply today for consideration!

Job Title: Desktop Support Technician
Location: Mountain View, CA (Onsite)
Duration: 6+ Months
Pay Range: $30 - $38 /hour on w2

Manager's Note
3-5 years of experience is needed
MAC is 90% of work - Android, MDM, iPhone, Android support.
Strong experience in MAC side - macOS - Tahoe will be great
UEM based experience Like- Intune
Slack and G-Suite experience
ServiceNow Ticketing System.
AD experience WIFI experience
Exchange Suite experience Suite - Like Outlook, Mailbox, 365 support
UEM intelligent hub is used by Client - Try for this


Job Description
Come join the Workforce Technology team here at Client where our mission is to remove barriers for our employees and connect them to Client's bigger mission so they can do great things for our customers. We operate by caring and creating experiences that reflect the Client brand and values, practicing what we preach and simplifying the business of life for our employees, delighting our employees so they can be inspired to pass on the delight to our customers, and we are constantly working to improve our
services and products. If you enjoy working face to face with customers in a fast-paced
high tech environment then this is the place for you!


The role of Desktop Support Analyst 2 is to help employees with all facets of the corporate computing environment. The Desktop Support Analyst must combine an understanding of Macintosh & Windows with firsthand experience. Excellent communication and interpersonal skills combined with technical skills are essential to providing a "high touch" level of support to the employee community.


Responsibilities
• Ability to troubleshoot software, hardware and connectivity issues remotely
• Ability to understand & articulate root cause on customer issues
• Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
• Familiarity with encryption and security tools and triaging within this environment
• Assist customers in gaining access to various systems and servers
• Provide support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco/Polycom telephony
• Setup and maintain shared mailboxes/distribution lists in Exchange Distribute and patch software using UEM and HUB technologies
• Communicate call trends and challenges in daily team meetings
• The ability to take on small projects from start to finish
• Keep Knowledge Base and process documentation up-to-date
• Work closely with the team to resolve or properly close aging tickets
• Manage the individual and ticket queue for the team
• Ensure the highest level of customer satisfaction
• May require deeper systems knowledge and extensive partnership on projects with Tier 3 engineering teams
• Maintain process ownership and expertise for a specific area as a Knowledge Domain Expert


Qualifications
• 3-5 years of Service Desk and Desktop Support experience for both PC and Mac required
• Experience working with multiple customers face to face in a 'Walk Up Bar' type of corporate environment is preferred
• Certifications obtained or working towards: ACMT, CCT, ITILv4, Comp/TIA
• Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively
• Passionate about providing excellent customer service and follow-thru to completion
• Minimum of an Associate's Degree in a computer technology or equivalent from two-year College or technical school
• Familiarity supporting Mac OS Ventura/Sonoma & Windows 10/11
• Previous experience with Microsoft Office is preferred
• Good problem solving, diagnosis and troubleshooting skills
• The ability to work under pressure in a fast paced environment is a must
• Familiarity with wired and Wi-Fi Networking with Windows Active Directory
• Familiarity with Exchange, AD, Software Distribution Systems, and related technologies
• Familiarity with Video Conferencing support and communication technologies such as Zoom is a plus
• Working knowledge of collaboration tools such as Slack, Google Suite
• Familiarity with ticketing systems such as Service Now is a plus
• Strong mobile support (Android, iOS, etc) experience
• Ability to work independently and within a team


Russell Tobin offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity
Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.


Fair Chance Employment
Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.


Accommodations
We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.


Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.


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