Service Desk Technician
Location: San Fracisco, CA 94103
Duration: Long Term
this will require one day onsite per week and additional travel to regional and field offices as needed.
There are two offices in San Fran:
855 Gateway BLVD
Concord, CA 94520
90 7th Street
San Fracisco, CA 94103
Roles and Responsibilities:
- Provide responsive, reliable, and consistent service delivery to all users including VIPs.
- Provide IT services that appropriately respond to the time-sensitive needs of customers,
- Provide prompt referrals and escalations to an appropriate IT support service option.
- Meet all Service Level Agreements (SLAs) including, but not limited to, speed to answer, first contact resolution, and limits on aged tickets.
- Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
- Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.
- Respond to and diagnoses problems through discussion with users.
- Ensures timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
- Provide support to end users on a variety of issues related to applications and web applications.
- Identify, research, and resolve technical problems.
- Respond to telephone calls, email and personnel requests for technical support.
- Document, track, and monitor the problem to ensure a timely resolution.
- Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
- Simulate or recreate user problems to resolve operating difficulties.
- Recommend systems modifications to reduce user problems.
Qualifications:
- 2 years of experience with a Bachelor s; 0 years of experience with Masters, or 4 years with High School.
- 1 year of experience working in a help desk environment with ServiceNow tools.
