IT Support Engineer

San Francisco, CA 94103

Posted: 08/06/2019 Employment Type: Contract Industry: Technical Support Job Number: 24911


The Helpdesk Technician is a critical member of the IT team, responsible for supporting local and remote users in a fast growing company with 24/7 operations.  This position will provide initial contact for internal company employees seeking assistance and support of computer hardware, software applications, and other various desktop devices.  This hands-on position will support employees at 4 different office locations, plus users working out of their homes and in the field throughout the United States.  This person will have the opportunity to make a positive impact on the department and organization since this role is very visible within the company. 

What You' ll Be Doing:

In this role, you will:
  • Process new hire and termination requests, image and deploy laptops to new hires and perform IT onboarding.
  • Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue.
  • Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issue.
  • Research technical solutions in department specific applications.
  • Troubleshoot, diagnose, and repair desktop, laptop, and mobile issues.
  • Follow up with end users, provide feedback, and see problems through to resolution.
  • Participate in a rotation to provide after-hours/weekend on-call coverage.
  • Adhere to service level agreements.
  • Document procedures and develop end user instructions.

What You Need for this Position
  • 3-5 years of hands on IT Helpdesk experience required.
  • High energy and ability to work independently in a very fast growth environment.
  • Extensive knowledge and hands-on experience with Microsoft operating systems, desktop/laptop deployment and imaging solutions, Microsoft Office Suite, Microsoft Office 365.
  • Ability to effectively and efficiently troubleshoot hardware and software issues.
  • Solid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN).
  • Excellent customer service skills.
  • Ability to communicate effectively, verbally and in writing.
  • Self-sufficient, self-managed, self-motivated, must be effective working independently.
  • Ability to work independently and with a team of technicians.
  • Must have good people skills, working directly with end users both in person and on the phone.
  • Knowledge of iPads, iPhones, Android a plus.
  • Microsoft certifications a plus.
  • College degree in IT or related field a plus.

Krista Stillmunkes

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