Santa Clara, CA - Heunets Inc

    Heunets Inc
    Heunets Inc Santa Clara, United States

    2 weeks ago

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    Description

    Job Description:

    Desktop Technician will:Provide day-to-day local andremote desktop support, receive inboundcalls, answer questions, troubleshoot and document steps performed to resolve challengeswith hardware, software and application issues in a ticketing system.

    Facilitate customer resolution for calls and engage their supervisors and managers toensure operational consistency across all shifts within the IT Support Center.

    Provide Break Fix, fault diagnosis and resolution.

    Provide fault analysis tocustomer's various core operating systems and platforms, as well as be able to provide supportand apply desktop fault resolution for the approved application suite.

    The ideal candidate shouldhave relevant 3-5 years of experience in Windows Desktop support.a) Provide first/second level contact and problem resolution for customer issues.b) Work with Third Party Vendors to remediate complex AV issues as needed.c) Provide timely communication on issue status and resolution.d) Maintain ticket updates for all reported incidents.e) Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 andMicrosoft Office 2010, Cisco Jabber, another authorized desktop application.f) Should have basic knowledge of Mac operating system, to support Apple pc users.g) Install, upgrade, support and troubleshoot for printers, and computer hardware.h) Performs general preventative maintenance tasks on computers, laptops, and printers.i) Performs remedial repairs on Desktops, laptops, printers and any other authorizedperipheralequipment.j) Use diagnostic tools to troubleshoot problems associated with network connectivity, andworkstation hardware/software.k) Broad experience in IT with a basic understanding of Networks, Servers, Audio/Visual,SmartDevices and Telecoms.l) This position requires the ability to work in a project-based environment requiring flexibilityand teamwork. Performs other duties as assigned.

    Candidate Required Minimum Qualifications and Skillsa) Bachelors Degree or equivalent in Computer Science or a related field.b) CompTIA A+, Microsoft Certified Professional (MCP) or better.c) Minimum of 18 months years of IT experience.d) Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PChardwareinstallation and troubleshooting, Enterprise anti-virus solutions, and Helpdesk ticketing systems.e) Mobile device management including IOS and Android devices, Enterprise encryptionsolutions, andWindows PC/laptop management via Active Directory.f) Proven analytical, troubleshooting and problem-solving skills.g) Proven ability to multi-task, effectively determine priorities and meet SLAs.h) Excellent communication relationship-building and internal customer service skills.i) Adaptable and flexible in a fast-changing industry and work environment.j) Willing to work off-hours and weekends when required for projects or emergency support.


    Required Skills:
    Ticketing BASIC Mac Connectivity Emergency Computer Hardware Steps Laptops iOS Active Directory Android Operating Systems Servers C Troubleshooting MS Office Computer Science Windows Vendors Teamwork Software Customer Service Maintenance Microsoft Office Communication Science Management#J-18808-Ljbffr