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Service Desk Technician

Company: MetricStream
Location: Palo Alto
Posted on: March 26, 2020

Job Description:

The Company:

MetricStream is the world's No. 1 independent GRC SaaS platform simplifying Governance, Risk, and Compliance (GRC) for modern and digital enterprises, and empowering enterprises and organizations worldwide to perform with integrity. Our market-leading enterprise and cloud Apps for GRC enable organizations to strengthen risk management, regulatory compliance, vendor governance, and quality management while driving business performance.



Detailed Job Description:

Job Purpose:



As the Service Desk Technician, you will be responsible all aspects of desktop and telephone systems administration. This includes desktop system set-up, enhancement, and problem resolution, VoIP telephone system administration and upgrades, as well as server and network device account creation.

Duties and Responsibilities:


  • Provides day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware.
  • Responsible for managing our service desk ticketing system queue, and, respond with positive customer service experience.
  • Installs, configures, and troubleshoots desktop systems, workstations, servers, and network issues in a heterogeneous environment.
  • Maintains passwords, data integrity, and file security for the desktop environment.
  • Communicates highly technical information to both technical and non-technical personnel.
  • Recommends hardware and software solutions, including new acquisitions and upgrades.
  • May participate in the development of information technology and infrastructure projects.
  • Supports server, network, and desktop-based software and applications.
  • May participate in technology needs analysis.
  • Rolls out hardware and software to ensure optimal deployment of resources.
  • Responsible for keeping Asset Management database.
  • Responsible for audit tasks (we are HIPPA, ISO-27001, and SOC-2 compliance).
  • Provides initial response and manages problem resolution process for outages and problems.
  • Manages escalation process to the Sr. Manager, Corporate Engineering or System Admin.
  • Additional projects as assigned.

    Qualifications and Requirements:

    Education:

    • Associate's / Bachelor's degree (preferred) in Computer Science, Management Information Systems or Business Administration; supplemented with one or more courses in current technology, or, equivalent solid strong experience in desktop support.

      Experience:

      • Requires 3 to 5 years of experience in a desktop support role in a small to medium sized company.

        Skills:

        • Demonstrated knowledge of Windows server account administration and desktop systems/software.
        • Demonstrated knowledge of setting up and supporting remote users (access and support).
        • Demonstrated ability to support networked printers and multimedia devices.
        • Demonstrated working knowledge of server and desktop technologies.
        • Ability to lead training sessions to introduce new employees to IS services and support.
        • Ability to manage multiple projects, activities and tasks simultaneously.
        • Ability to provide task assignments and mentoring to entry level desktop technicians.
        • strong verbal and written communications.

Keywords: MetricStream, Palo Alto , Service Desk Technician, Professions , Palo Alto, California

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