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IT Helpdesk Tech II This Helpdesk Desk Tech role is about service with a smile and putting in that extra effort that’s required to get the job done right and getting the customers back to work. This position requires excellent customer service skills, including a positive attitude and an ability to instill confidence in your customers is required. Service at this level requires proactive follow-up, effective problem resolution, and end-to-end ownership of the problems is required. Essential Duties & Responsibilities
- Name of the game is incident and request management through walk-ups, emails, tickets and phone calls. You will need to be quick in your response and resolve tickets that beats our SLAs.
- Jira Service Desk is where you will log all tickets with detailed notes.
- Setup IT accessories (monitors, docking stations, ipads, phones etc.) for all new hires and sometimes help current users move.
- A love of documentation and knowledgebase building. Document solutions to new problems and share with the rest of the team.
- Work with vendors in-person or on the phone to resolve an issue. This is a client-facing support role, and the qualifying candidate must be enthusiastic, energetic and love to help people and solve their computer problems. Position is on-site in Tracy, Katerra manufacturing facility. Required Skills & Experience
- 3+ years of similar IT helpdesk, client-facing support role and high school diploma or GED
- Ability to effectually communicate with local and remote users to ask the right questions and diagnose and troubleshoot problems.
- Advanced knowledge and troubleshooting skills in Windows 10 and the latest release of Mac OS X.
- Ability to perform preventive maintenance on systems, software, applications, hardware, networking, and communications.
- Ability to determine computer problems and to coordinate hardware, software, and/or network solutions.
- Ability to analyze and resolve computer problems.
- Intermediate level of understanding of ITIL service management and incident response.
- Experience with Jira Service Desk or similar ITIL-based ticketing system
- Resourcefulness and ownership of issues - if you don’t have the answer, you know where to get it and you see it through resolution.
- Proficient with all major types of mobile devices (iOS, Android, Windows).
- Good understanding of enterprise network environment.
- Working knowledge of Box, Smartsheet and Zoom or similar cloud apps.
- Intermediate skills supporting MS Office suite specially Outlook, Office 365 and Teams.
- Audio/Video knowledge and troubleshooting conference room technology (Zoom).
- Demonstrated commitment to diversity, learning and successfully working in multicultural environments.