Information Technology Support Technician

IT Support Technician / Direct Hire, FTE / Fully benefited (PTO, holidays, medical, dental, vision, matching 401K, etc.) / Onsite, San Mateo, CA.

• 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.

• 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.

• 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.

• Practical knowledge of all currently available Windows operating systems to include installation, recovery, setup and updating of all current versions.
• Understanding of Service Now, Jira, Confluence, and other ticketing/KB software.
• Experience with JAMF and/or Mosyle preferred.
• Experience with mobile devices, tablets, etc.
• Understanding of Connect Wise Manage and Automate.

Mid-Senior level

Full-time

Information Technology

IT Services and IT Consulting

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Medical insurance

401(k)

Vision insurance

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