Job Title: Deskside Support Technician
Location: Emeryville, CA
Pay: $30- $38/hr
Area Code: 510, 341
Zip Code: 94608
Keywords: #Deskside #SupportTech #DesksideSupport
A Deskside Support Technician job in Emeryville, CA is currently available through Belcan. This is a direct hire position with our IT Support Team, where you will be responsible for providing support to one of our key international pharmaceutical clients. In this role, you will be the point of escalation for the NA Service Desk for all issues that require an onsite visit or problems that cannot be resolved in the Service Desk time requirements. The responsibilities include responding to Level 1-3 technical support incidents and requests, as well as performing troubleshooting procedures and solving technical problems on Microsoft Office, Windows and various commercial and client proprietary software. You will also utilize remote access tools to connect to client PCs to resolve complex issues. Compensation will be $33-$38/hour, based on experience. This is an on-site position due to the nature of the support work.
Deskside Technician Job Duties:
* Troubleshoot and resolve hardware and software problems on desktops, laptops and other various computing equipment and devices related to Windows and Microsoft Office.
* Diagnose hardware issues, order parts, and replace faulty components.
* May perform functions on GxP systems according to client's documented SOPs
* Answering user questions directly related to Windows, Microsoft Office 365, and other supported applications.
* Use SCCM to push and install approved corporate applications.
* Troubleshoot and resolve issues related to software and hardware compatibility.
* Face to face and hands on troubleshooting are required.
* Resolve wide range of software issues remotely using remote tools such as BeyondTrust and SCCM Remote.
* Follow detailed technical instructions to ensure adherence to corporate quality standards.
* Document all issues using Service Desk ticketing system and maintain/update internal knowledgebase.
* Escalate unresolved calls to the next level support team using Service Desk ticketing system.
* Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
* Maintain a high degree of customer service for all support queries and adhere to all service management principles.
* Publish support documentation to assist staff with requests for information & provide staff training if required.
* Use Active Directory and Exchange Management Console for managing users, groups, and computers.
* Reimage laptops, desktops and thin clients as needed following company policy.
* Installation of network printers.
* Deployment of Cisco IP phones.
* Assist Service Desk during high volume/outage with password resets and L1 triage.
* Asset management (deploying new computers, retrieving expired assets, and updating inventory systems.)
* Assist with ongoing company projects and collaborate with project teams to meet expected deadlines.
Requirements:
* Associates degree preferred or combination of equivalent experience (4 years) and certifications (A+ and/or Network+ or CCNA)
* Minimum 5-8 years of experience providing end user support in an enterprise environment, with a strong customer service focus and experience providing white glove support
* Strong working knowledge of Windows and Microsoft Office365.
* Working knowledge of network and PC operating systems.
* Working knowledge of TCP\IP.
* Hardware & Software troubleshooting experience required.
* Experience supporting Zebra printers and AV equipment for videoconferencing rooms
* Prior experience on enterprise systems with 500 or more users preferred.
* The following certification or comparable valid ones: MCSA Windows 10.
