Desktop Support-Long Term Contract-Palo Alto, Ca

  • Open support tickets for inbound calls, email and monitoring offline servers, power and ISP
  • Work on open tickets to resolution and/or develop workarounds until resolution can be achieved
  • Research issues using all available resources
  • Escalate tickets to next level support as necessary
  • Resolve escalated tickets
  • Proactively address day-to-day network issues (back-ups, etc.)
  • Determine the root cause of problems and work proactively to address them
  • Possess a sense of urgency and take ownership of issues
  • Communicate regularly and effectively with clients on open ticket status
  • Coordinate and work with vendors
  • Train end users in the proper use of hardware and software
  • Create and assist in the maintenance of network documentation
  • Maintain records of daily data communication transactions, issues and remedial actions taken or installation activities
  • Provide the highest level of client satisfaction possible
  • Promote and enhance teamwork
  • Other related duties as assigned
  • Provides timely and creative solutions to end-user computer issues of a moderate to complex nature to ensure end-user productivity
  • Analyze consistent or repetitive issues or problems, develop creative solutions and assess risks / benefits; develop strategies for resolving identified issues and how to prevent future occurrences
  • Coordinates configuration/installation and general troubleshooting of all end-user (Mac & Windows) hardware, software and peripherals. Performs restorative and maintenance actions either remotely or at the end-user’s location to resolve problems using basic troubleshooting and technical skills
  • Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves and configuration changes
  • Documents, maintains, upgrades or replaces hardware and software on end-user computer systems
  • Manages the deployment, testing, maintenance, support and upgrade for end-user Mac and Windows hardware, software, including operating systems and software updates
  • Provides expert level support of clinical software and hardware;
  • Coordinates timely support and repair on various Information Service equipment covered by third-party vendor maintenance agreements
  • Manages department related Information Service incidents assigned, ensuring maximum issue resolution in minimum time with the end-user the main focus
  • Performs multiple, technical tasks with a need to routinely upgrade skills to meet changing job conditions
  • Knowledge of Windows and Android mobile client devices, and Apple iOS products
  • To communicate effectively with management, peers, and customers, via email, phone and in face-to-face situations (written and verbal)
  • Ability to work both independently and within a team environment
  • Stay in touch with technology changes and our client’s operating environment changes
  • Document supported systems and application procedures and processes
  • Other duties as assigned by Management

Minimum Qualifications

Education: Completion of a certificate program or technical school in computer science or related field and two years, (full-time equivalent) paid related experience.

Preferred: Bachelor’s Degree in Business Management, Computer Science or related field

Experience: Three (3) years of progressively responsible directly related work experience.

License/Certification: None

Knowledge, Skills, and Abilities

  • Experience working within a Desktop Support or IT Service Delivery function; skill to develop and expand customer focused technology solutions.
  • Basic knowledge of the fundamentals of network technology including, but not limited to, TCP/IP, DNS, DHCP, LANs, WANs, NAT and wireless
  • Familiarity with Microsoft Windows, Mac and Mobile device (iOS, Android, Windows Mobile, etc) terminology
  • Exceptional troubleshooting and problem solving: ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions and to identify complex problems and review related information to develop and evaluate options and implement solutions

Pay Rate-DOE

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