Desktop Support Technician

Job Summary

The Desktop Support Technician III is a Senior role in Desktop Support and mentors' other technicians within the department. Uses independent judgement to triage all support requests, resolution of issues and escalation of issues, if needed. You will be responsible for leading, delivering and completing assigned projects, providing team member support for Windows based systems, system imaging, desk setups, training and/or general assistance.

You will be a critical member of the IT team, responsible for supporting all local and remote users. This position will work on a team that provides support for computer hardware, software applications, and other various desktop devices.

Qualifications

Required Education: High school diploma or GED

Preferred Education: Bachelor's degree or related experience

Minimum Experience: 4 - 6 years Desktop experience

Required Licensure / Certification: N/A

Preferred Licensure / Certification: Microsoft Certification

Job Duties & Responsibilities

• Troubleshoot, diagnose, and repair desktop, laptop, and mobile issues.
• Help triage, respond and resolve tickets received into our IT Helpdesk.
• Monitor internal IT support channels and field walk-up support requests from team members.
• Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issues.
• Document procedures and develop end user instructions.
• Work closely with team members and clients both onsite and virtually to support their systems integrated into the client network.
• Solve issues effectively and efficiently know when to use your resources and when to escalate.
• Provide end-user training, as needed.
• Onboard new hires including provisioning of computers, accounts and peripherals.
• Less than 5% travel required within Northern California.
• All other duties as assigned.

Knowledge, Skills & Abilities

• Proficient knowledge of Microsoft Windows, Office O365, OneDrive, SharePoint, VPN, MFA and other cloud-based services.
• Ability to lead projects.
• Use independent judgment and initiative within established policies and procedures.
• Strong Trouble shooting skills.
• Ability to develop, interact and maintain excellent business relationships with internal and external contacts to support compliance and high levels of service.
• Outstanding customer service and communication skills, both written and verbal.
• Self-sufficient, self-managed, self-motivated, must be effective working independently and with a team of technicians.
• Working Knowledge of iPads, iPhones, Android a plus.
• Preferred 1 year or more in Healthcare.
• Demonstrated ability to learn new systems, applications, etc. quickly and adapt to change.
• Outstanding time management and organizational skills, ability to manage multiple tasks effectively.