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Help Desk

Job Description

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
Your Experience:
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.

Job Requirements

 

Job Snapshot

Location US-CA-San Francisco
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type Other, IT & Technical
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Company Overview

TEKsystems, Inc

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company. Learn More

Contact Information

US-CA-San Francisco
Mitchell Guillen
7572710792
Snapshot
TEKsystems, Inc
Company:
US-CA-San Francisco
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Other, IT & Technical
Store Type:

Job Description

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
Your Experience:
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.

Job Requirements

 
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