Where you can make an impact:
Be our internal IT 'go-to' for help desk and desktop support spanning - hardware/software and network troubleshooting
Basic knowledge in server computing, networking, phone setup/support, and business applications
Take ownership of new hire onboarding, from creating accounts to handing over the equipment
Escalate technical issues and coordinates with information technology staff to resolve problems and provide solutions
Develop and enforce security best-practices
Coordinate with external vendors to get equipment serviced
Provide a high degree of professionalism, end-user satisfaction, and willingness to collaborate
Excellent customer service skills
macOS, iOS, and Windows troubleshooting skills
Experience supporting Zoom and Zoom Rooms
Ability to handle hardware and software tasks around refreshes and on/off-boards by coordinating with the appropriate teams and hiring managers
Experience managing a ticket queue, maintaining SLAs and best practices for proper ticket handling
Familiarity with creation and updating Help Desk runbooks
Someone who ensures process, policy, and tools provide an excellent end-user experience -- be an advocate for the end-user
Can coordinate and run AV events
Proactively manages IT inventory of laptops, accessories, and software licenses
Experienced with user management in Jamf, Okta, Google, Active Directory, BetterCloud, and other SaaS apps
Nice to have:
Apple Certified Support Professional
Okta Certified Professional
Jamf Certified Tech
Jira Administrator Certification
Jira Service Desk Administrator Certification
Top Skills Details:1. Mac Desktop Support Troubleshooting
2. Saas Application support
3. Documentation Skills
Additional Skills & Qualifications* Primarily Mac environment
* Saas Apps - OKTA, DUO, Slack, JIRA
* JIRA Service Desk (ticketing system)
Business Challenge:* In the coming 6 months, they are rolling out a 24x7 service desk. Our client is hoping this person is strong enough that they can fight to get additional headcount. However, they think that there may be some turnover with the current team when the call center goes live, which could open up additional headcount.
EVP:* Breakfast, lunch and dinner are provided everyday.
* Free training through plural site - technology courses and more
Additional Information:o 20-30 tickets per day
o large backlog of tickets
o need someone who knows how to manage a ticket queue
o documentation will be key
* Account Administration: Google Suite, OKTA (light AD)
* Projects: 300 devices to be to wiped and prepared for Recycle/e-waste. Zoom Room upgrades (iPad upgrades and replacement work). Streamlining on boarding process. Documentation and building out knowledge base.
* Common issues:
o on boarding new users, prepping imaging of new laptops, desk set up, walkup support (reset passwords etc.), slack (low level troubleshooting), support desk side, Zoom rooms (fix the problems with AV related issues).
* Should have user admin capabilities - reset passwords, change org units in google, etc.
* A minimum of 2-3 years in an enterprise environment. It is important to have the enterprise side from a process and procedure standpoint.
Start time: 8 am - need to do conference room sweeps in the morning.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodation@teksystems .com for other accommodation options.