What are the responsibilities and job description for the Help Desk - Systems Tech. position at Redolent, Inc?
One of our direct client is urgently looking for an Help Desk - Systems Tech. @ Sunnyvale CA
TITLE: Help Desk - Systems Tech.
LOCATION: Sunnyvale CA
Duration: 6 to 12 Months
Description:
Responsible for resolving IT technical issues for customers contacting via walkup, phone, or self-service tickets. Records all customer contact information in a call log. Evaluates situation, determines appropriate response and escalates to designated specialist/resource for resolution of customers problem or complaint. Tracks issues escalated for resolution to ensure customer receives a timely response. Must have knowledge of the enterprises business/products and demonstrate strong customer focused skills. Associate's or Bachelor's Degree or technical institute degree/certificate in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience.
At least 3 years of enterprise IT support experience, predominately Mac support
Contributes to team effort by accomplishing related results as needed.
Excellent customer service
Ability to multi-task and handle pressures well
Proficient with supporting software and hardware applications on macOS and Windows platforms such as Cisco AnyConnect VPN Client, Microsoft Outlook, Microsoft Teams, O365 Microsoft Suites, Zoom, Workplace (Meta), Slack, VMware virtual desktop, Bomgar and OneDrive, etc…
Jamf JSS knowledge is a plus
Proficient with diagnosing and solving hardware and software faults
Proficient with supporting VPN or remote access (ex. Yubico, Symantec VIP and Cisco AnyConnect VPN Client)
Ability to support users via phone, walkups, chat and remotely
Team player and fast learner
Additional job responsibilities assigned by manager