Senior IT Support Technician

Overview Senior IT Support Technician / Direct Hire / FTE — San Mateo, CA. Salary: $80,000–$100,000 per year. Responsibilities Field incoming help requests from end users via both telephone and work orders in a courteous manner. Document all pertinent end user information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from help desk customers. Troubleshooting and performing routine maintenance of workstations and servers remotely. Maintain a positive attitude and fast-paced, detail-oriented, multi-tasking work ethic. Diagnostics of malfunctioning Apple and Windows hardware and software. Respond to, detail work done, and close remote support tickets. Maintenance and updating of the customer database used in creating service request orders. Assist customers in purchasing decisions when needed. Maintain a safe and clean work environment. Maintain a professional image and attitude. Operational Management Prioritize and schedule problems. Escalate problems to the appropriately experienced technician. Record, track, and document the help desk request problem-solving process, including all decisions and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. Test fixes to ensure the problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Develop help sheets and knowledge base articles for end users. Perform related duties consistent with the scope and intent of the position. Strong understanding of the Agile Methodology and workflow a plus. Qualifications Practical knowledge of internal components of workstations and servers to include motherboards, RAM, hard drives, video, sound, I/O, optical drives, ports and cooling systems. Practical knowledge of accessories including keyboards, pointing devices, scanners, printers, networking devices, routers, wireless devices, security devices and gaming devices. Practical knowledge of stress limitations, heating and cooling limitations, overclocking limitations, and networking limitations. Practical knowledge of assembly, disassembly, and maintenance of all hardware components. Experience with JAMF and/or Mosyle. Practical knowledge of current Windows operating systems, including installation, recovery, setup, and updating. Understanding of Jira/Confluence ticketing and KB software. Understanding of ConnectWise Manage and Automate. Practical knowledge of major antivirus, security, and firewall technologies including installation, setup, recovery, and updating. Practical knowledge of common office software suites (e.g., Microsoft Office, WordPerfect Suite) including installation, setup, recovery, and updating. Practical knowledge of internet browsing, e-mail, and communications software (e.g., Internet Explorer, Netscape, Outlook). Reasonable knowledge of server applications such as Active Directory, Exchange, and MS Server 2008/2012/2016. Working knowledge of diagnostic utilities. Excellent written and oral communication skills. Excellent interpersonal skills with a focus on rapport-building, listening, and questioning. Personal attributes: ability to conduct research, absorb information quickly, present ideas in user-friendly language, strong motivation, keen attention to detail, analytical and problem-solving abilities, and ability to prioritize in high-pressure environments. EOE and privacy We are an equal opportunity employer and value diversity at The Mice Groups, Inc. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. The Mice Groups Inc. values your privacy. Please consult our Candidate Privacy Notice for information about how we collect, use, and disclose personal information of our candidates. #J-18808-Ljbffr