Desktop Support Analyst

JOB SUMMARY:
Our client is seeking a Temporary Desktop Support Specialist (CONTRACT). The primary responsibility will be to provide technical assistance and support for queries and issues related to computer systems, software, and hardware. Equipment support includes tablets, computers, mobile devices, printers and other end-user hardware and software, as well as audio/visual equipment. The Specialist executes client device installation, repair, and upgrades to ensure optimal performance. The Specialist will provide in person or remote support in a timely and accurate fashion while adhering to all corporate processes and procedures. Level will be determined by skills, experience, and education.

ESSENTIAL FUNCTIONS:

• Respond to Service Desk tickets and serve as the first point of contact for technical issues over the phone, via email or in-person.
• Capture/Gather information, perform initial troubleshooting to resolve issues utilizing documented processes and procedures.
• Adhere to processes to perform triage and escalation of incidents and service requests in a timely manner.
• Utilize ticketing system to document resolutions and prioritize requests while adhering to deadlines and Service Level Agreements
• Consistently and successfully perform onsite and remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine and execute the best solution for the issue based on available information and details provided by users.
• Properly configure and deploy hardware and software.
• Standardize and automate processes using scripting technology.
• Oversees system image management to align with company security guidelines or SOP (standard operating procedure).
• Responsible for the maintenance and creation of software packages & security patches
• Plans and implements system automation as required for better efficiency.
• Identity Access Management (Account creation and deactivation)
• Participate in IT Projects and team efforts.

EDUCATION, EXPERIENCE AND SKILLS REQUIREMENTS:

• 2 years of experience as a Service Desk Specialist.
• Above average understanding of computer systems, mobile devices, and other technology products.
• Ability to diagnose and resolve basic technical issues, as well as, researching new ones.
• Working knowledge of MS Active Directory, Office 365 administration, Microsoft Office Suite, Windows, and PC hardware.
• Experience working with BOX, Okta, Zoom, SharePoint, and MDM solutions.
• Excellent organizational, communication, time management, problem-solving, and customer-service skills.
• Ability to understand and execute technical manuals, documentation, and guides.
• Must have strong customer service skills, including ability to listen, interpret and explain IT related issues,
• and concept in non-technical terms.
• Must possess excellent verbal and written communication skills.
• Team-orientated and available for evening/weekend work when necessary.
• Computer-related qualifications and certifications will be viewed favorably.
• CompTIA A (Plus) certification preferred.
• Must be able to lift up to 50 lbs.

OTHER QUALIFICATIONS:

• Great emphasis on customer service.
• Ability to multitask in a fast-paced environment.
• Experience with supporting audio video events preferred.
• Familiarity with various compliance / regulatory laws (i.e., SOX, HIPAA, PCI, etc.).
• Experience working in a laboratory environment preferred.
• Will need to be able to work onsite at the Point Richmond facility and work onsite at our Brisbane facility potentially 1 day per week.