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Desktop Support Technician

Company: RGBSI
Location: Palo Alto
Posted on: January 12, 2022

Job Description:

Job DescriptionThis is what you'll do:--- Desktop imaging - New machine setup, PC refreshes, and Hardware replacements--- Provide Level 2 IT Support for all employees (onsite and remote) - Technology and Applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets)--- Provide occasional level 1 technology support during high-demand periods (incidents/outages, enterprise-wide deployments, etc.)--- Diagnosis and resolution of computer hardware, software, and network issues for the executives and VIP users--- Initial troubleshooting of the network issues - Port testing, Bandwidth monitoring, Shared drive issues, etc.--- Incident Management - Responding, tracking, resolving, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)--- Provide the second line of defense for end-user computing support within IT--- Provide after-hours support as per the business demand - Travelling users in different time zones and other IT Infrastructure changes--- Track IT assets and follow the inventory management guidelines - Desktops, Laptops, Tablets, and other peripheral equipment--- Participate in additional technology initiatives as required - Assisting with server and network upgrades, OS upgrades, office moves, technology rollouts, and onsite/offsite meeting coordination--- Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software--- Develop positive relationships with the business and other functions at all levels--- Collaborate with members of the information security, network, and cloud teams to ensure consistent IT services to our business users--- Look to improve all aspects of the Desktop Support functions continuallyThis is what you'll need:--- At least 6-8 years (or relative) in a Desktop Support role, where you learned the nuances of IT Support--- Bachelor's degree or Professional training/certifications related to areas of responsibilities--- Experience with: Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging ConfigMgr, Microsoft Intune, Jamf (Casper), and other system management tools--- Experience with: Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems.--- Support Experience with Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives--- Familiarity with the standard helpdesk ticketing tools (ServiceNow, Jira)--- Ability to coordinate and communicate at all levels within the organization - Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs--- Tech Savvy - Ability and passion for learning new technology and tools--- Passion for Customer Support - A drive to help end-users get what they need to do their jobs the best they can. A sense of satisfaction from assisting end-users in getting what they need on time--- Prioritization Skills - The ability to analyze support requests and prioritize them based on impact--- Discipline - The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication--- Ability to articulate technical solutions to non-technical users in simple and easy to understand terms Please Note: RGBSI is subject to mandatory Federal COVID-19 vaccination requirements if the Client is a Federal Contractor. As a result, all applicants must be fully vaccinated against COVID-19 (meaning at least two-weeks have passed since receiving the final dose of the COVID-19 vaccine) in order to be able to commence employment with RGBSI, unless the individual is exempt from these requirements due to a medical reason or sincerely held religious belief and a reasonable accommodation is available. Applicants who believe they are exempt from these vaccination requirements should notify RGBSI as soon as possible to determine whether a reasonable accommodation is available.

Keywords: RGBSI, Palo Alto , Desktop Support Technician, Professions , Palo Alto, California

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