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

    The Phoenix Group
    The Phoenix Group San Francisco, United States

    1 week ago

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    Legal
    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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