Desktop Support Technician - (L2)

Job Description

Job Description

Job Title: Desktop Support Technician – L2

Location: South San Francisco, CA

Summary:

We are looking to hire a skilled L2 Technician (Hardware Deployment and Repair) to assist our clients with computer hardware and software issues. You will be required to work on-site or via remote connection and assist with hardware installations, software upgrades, systems integrations, and basic IT related issues. Responding to dispatched assignments usually involving the installation, repair or maintenance of computer hardware and peripherals at the customer’s office or desk location. This self-motivated candidate will follow defined account or departmental policies and procedures, work on routine assignments, identify, test and repair system hardware. Some IT support is inside regulated GMP clean rooms. 

Essential Duties and Responsibilities:

• Support of PC & MAC Platforms & Operating Systems.
• Responds to dispatched assignments usually involving the installation, repair or maintenance of desktop computer hardware and peripherals remotely or at the customer’s office or desk location
• Computer replacement program initiatives, including System Level Migrations, Data Migrations, Application Install and Configuration on PC & MAC systems.
• Work independently on assignments and report progress to your supervising manager.
• Coordinate, manage and predict equipment and part needs for dispatched service requests and coordinate those requests directly with the client.
• Facilitate 100% of closures for all requests within the CRM tool on the day they are resolved or fulfilled.
• Manage assets and take detailed notes utilizing CRM tools or applications by keeping status, details, notes or any other updates consistent between multiple tools or applications utilized for Customer Request Management and Tracking purposes. 
• Provide regular feedback consistent with the needs of the team and environment for ongoing improvements.
• Supporting AV events and triaging AV equipment issues. 
• Keeping certifications and training updated.
• Other duties and responsibilities may be assigned.

Education/Experience:

• 3+ years Windows & Mac Experience within an L2 Deskside Support role
• Customer Service and experience working directly with customers is a must.
• Technical authorization CompTIA or equivalent is preferred.
• Technical authorization with one or more of the following manufacturers: Apple , Dell, HP, Toshiba, Lenovo, ASUS is preferred.
• Requires a sound technical background with a minimum of 3+ years of professional experience in a Service or IT environment.
• Able to multitask and prioritize multiple projects.
• Good interpersonal skills and organizational skills.
• Must be dependable and able to meet deadlines consistently.
• Should have the ability to work under pressure and should be flexible and able to adapt to a changing environment.
• Ability to troubleshoot and resolve complex hardware and software issues.
• Excellent communication skills are a plus.
• General knowledge of gSuite (Gdocs, Gsheets, gmail) or Microsoft office is a plus.
• 3+ years supporting one or more operating systems such as Mac OSX, Windows 10.
• Experience with Mobile Devices & Operating Systems (iOS/Android) is beneficial.