Seeking a Junior IT Support Technician for a Direct Hire/FTE position in San Mateo, CA. (this is the position with The Mice Groups). This position pays $25-35/hr. W2.
Summary:
The IT Support Technician role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.
Responsibilities:
- Field incoming help requests from end users via both telephone and work orders in a courteous manner.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Build rapport and elicit problem details from help desk customers.
- Troubleshooting and performing routine maintenance of workstations and servers remotely.
- Maintaining a positive attitude and fast paced, detail oriented, and multi-tasking work ethic.
- Diagnostics of malfunctioning Apple and Windows hardware and software.
- Responding to, detailing work done, and closing remote support tickets.
- Maintenance and updating of our customer database used in creating service request orders.
- Assisting customers in purchasing decisions when needed.
- Maintaining a safe and clean work environment.
- Maintaining a professional image and attitude.
Operational Management:
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Develop help sheets and knowledge base articles for end users.
- Perform related duties consistent with the scope and intent of the position.
- Strong understanding of the Agile Methodology and workflow a plus.
Required Skills:
Hardware
- Practical knowledge of internal components of workstations and servers to include motherboards, ram, hard drives, video, sound, I/O, optical drives, ports and cooling systems.
- Practical knowledge of accessories including keyboards, pointing devices, scanners, printers, networking devices, routers, wireless devices, security devices and gaming devices.
- Practical knowledge of stress limitations, heating and cooling limitations, overclocking limitations, and networking limitations.
- Practical knowledge of assembly, disassembly, and maintenance of all hardware components.
Software
- Experience with JAMF and/or Mosyle.
- Practical knowledge of all currently available Windows operating systems to include installation, recovery, setup and updating of all current versions.
- Understanding of Jira/Confluence ticketing/KB software.
- Understanding of ConnectWise Manage and Automate.
- Practical knowledge of major anti-viral, security and firewall technologies including installation, setup, recovery and updating.
- Practical knowledge of most major software suites for office use including Microsoft Office, WordPerfect Suite, and MS Works to include installation, setup, recovery and updating.
- Practical knowledge of all internet browsing, e-mail and communications software to include Internet Explorer, Netscape, Outlook (Express), Eudora, Firefox, Mozilla etc.
- Reasonable knowledge of server applications such as Active Directory, Exchange, MS Server 2008/2012/2016
- Extensive application support experience.
- Working knowledge of a range of diagnostic utilities.
- Good understanding of the organization's goals and objectives.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Strong documentation skills.
Personal Attributes:
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure
- environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
Pay for this position is based on market location and may vary depending on job-related knowledge, skills, and experience.
A sign-on payment and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered by our client.
Applicants should apply via The Mice Groups Inc. website (www.micegroups.com) or through this careers site posting.
We are an equal opportunity employer and value diversity at The Mice Groups Inc. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
The Mice Groups Inc. values your privacy. Please consult our Candidate Privacy Notice, for information about how we collect, use, and disclose personal information of our candidates.
Privacy Policy
One of the basic principles The Mice Groups follows in designing and operating this website is that we ask for only the information we need to provide the service you’ve requested.
The Mice Groups does not currently collect personal identifying information via its website except (i) to the extent that you provide this information in an online job application and (ii) to the extent that your web browser provides personal identifying information.
The Mice Groups will use your personally identifying information solely for the purpose for which you submitted the information. The Mice Groups may, however, aggregate certain elements of your personal identifying information with the information of other users of our website to analyze the usefulness and popularity of various web pages on its website.
The Mice Groups reserves the right to change this policy at any time by posting a new privacy policy at this location. Questions regarding this statement should be directed to info@micegroups.com
