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    Desktop Support Technician - San Francisco, United States - The Phoenix Group

    The Phoenix Group
    The Phoenix Group San Francisco, United States

    2 weeks ago

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    Description

    Key Responsibilities:


    Address user issues reported through our current ITSM tool or management requests and maintain updated tickets throughout the resolution process.

    Perform the setup, configuration, installation, and maintenance of computer equipment, operating systems, and application software.
    Evaluate and diagnose hardware and equipment failures effectively.
    Provide user support for Apple device hardware and management systems.
    Ensure accurate tracking and maintenance of equipment inventories.
    Participate in research, data collection, and project execution as required.
    Ensure the security of workstations against malicious software and facilitate antivirus updates.
    Undertake escalated tasks and various projects assigned by management.
    Perform any other duties or responsibilities as assigned.

    Required Knowledge, Skills & Attributes:
    Proficiency in troubleshooting, fixing, and utilizing a range of technologies, including but not limited to:
    Active Directory
    Adobe Acrobat
    Antivirus/malware software
    Apple mobile devices
    Cisco Phones/Polycom
    Computer Encryption (PGP)
    Desktop Management
    Document Management Systems (DMS)
    Document Comparison Tools
    Helpdesk Ticketing System (ServiceNow)
    Knowledgebase Systems
    LAN/WAN/VLAN Systems
    MDM solutions (Intune)
    MS Office Suite
    Network Cable Routing (IT closets)
    Network Troubleshooting
    Printers Config/Install
    Remote Access Tools (RSA)
    Remote Assistance Software (Proxy)
    Remote Office Phone Support
    SharePoint Editing
    Software Deployment
    System Management Software (SCCM)
    TCP/IP Knowledge
    Video Conferencing (HDVC)
    Windows 10/11 OS troubleshooting
    Windows 10/11 Registry
    Experience in installing, configuring, and troubleshooting computer hardware.
    Proven track record in resolving issues with Microsoft Office and other desktop applications.
    Strong customer service and interpersonal skills.
    Excellent oral and written communication abilities.
    Effective conflict resolution skills.
    Results-oriented mindset with a focus on consistent follow-up and closure of tickets.
    Ability to interact effectively with users at all organizational levels.
    Capability to communicate technical issues to users in easily understood terms.
    Familiarity with Project Management processes and ITIL frameworks.
    Willingness to share knowledge and provide coaching to others.

    Education & Experience Summary:
    4-7 years of experience in computer hardware configuration and repair within a network environment.
    Minimum of 2 years of experience in a role requiring strong customer service skills related to end-user computer support.
    High school diploma is required.
    A+ certification is preferred.
    ITIL certifications, specifically v3 Foundations, are preferred.

    Physical Activity & Other Requirements:
    Capability to lift and carry up to 30 pounds when necessary.
    Ability to stand or walk for a minimum of 4 hours per day.
    Willingness to work outside standard business hours to accommodate global team meetings and calls.
    Availability for on-call shifts.

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