IT Help Desk Technician

IT Help Desk TechnicianSan Francisco Bay Area, CA 6+ Months ContractScope of Work, Skills and/or Qualifications:Serve as the first point of contact for customers seeking technical assistance over the phone, email, or in person.Troubleshoot, diagnose, and resolve technical hardware and/or software issues.Competency in providing technical support in MS Operating Systems, Active Directory, Microsoft Office 365 applications, Workday, etc.Experience in providing desktop support including network connectivity and protocols, VPN, application installation, firmware updates, computer settings, browser configuration, etc.Remote support knowledge in Zscalar, GlobalProtect, Falcon, or equivalent.Working knowledge of identity management solutions such as Okta and ForgeRock.Remote Management & Monitoring (RMM) software experience preferred.Manage Help Desk tickets in a timely manner.Provide quick resolution and excellent customer service.Follow up with customers to ensure issues have been resolved.Redirect unresolved issues to the next level of support personnel.Keep record of service requests and incidents, and their resolution, in our ticketing system (FootPrints).Maintain technical documentation on installation of software, configuration of hardware and problem troubleshooting.