Are you ready to make your mark?
About the Role
Intermedia is looking for a Desktop Support Technician to join our IT team in our Sunnyvale, CA headquarters office. Our IT team provides support to all Intermedia employees. We handle a wide range of issues across multiple office locations and remote workers, including hardware, software, systems management and maintenance.
This position is a 6 month Contract opening with possibility for conversion based on performance. Must be able to travel into office 5 days a week and be located in the Greater Bay Area, California location.
IT Team is divided in tiers :
Tier 1 is Outsourced :
- Tier 1 is the 1st Line Support that is driven by phone calls, online chats and tickets from our users. Tier 1 agents provide initial consulting, troubleshooting, routing of calls to the specialists, knowledge base updates / upkeep and internal communications with the clients.
Internal Intermedia :
Tier 2 is the Desktop Support Team that provides workstations & other hardware to corporate users, maintains OS and software images, assists with the upkeep and maintenance of deployed workstations, troubleshoots hardware issues and engages vendor support assistance as needed, manages user accounts, access levels, software licenses, etc.Tier 3 is IT Systems Administrators, IT Security, DevOps, Product Managers, Developers, IT Management and 3rd party vendors (HW / SW) who are deeply involved into the core of IT architecture, back end, corporate systems core administration, security patching, etc.Specific Responsibilities
The IT Team’s customers are all the Intermedia employees. You will interact with users from other departments and within all management levels. You will also engage support from our vendors when resolving issues with hardware or software applications. The daily work load for the IT Team is driven by phone calls, tickets & online chats from our users.
What you will be doing :
Imaging and deployment of new workstations to corporate users, including laptops and desktopsMaintaining OS and software images for different levels of corporate workstationsAssist with the upkeep and maintenance of deployed workstations, including OS upgrades, software installs, and troubleshooting of software issuesTroubleshooting hardware issues and engaging vendor support assistance as neededDeployment and management of corporate VOIP phones (both physical phones and SIP client setup and configuration)Assist with the management and maintenance of other office assets (printers, copiers, fax machines, AV systems, passcard / badge system)User account management (create new accounts in Active Directory & Internal Corporate Account Management System, setup mailboxes, reset passwords, assist with accounts that have been locked out, blocking, disabling, deleting accounts of termed employees upon request)Access provisioning / deprovisioning to Business Systems administered by Corporate IT (including software license control)Provide feedback to the IT Management team with ways to streamline support for end users and enhance automation of deployment of equipmentWhat you will bring to the role :
Microsoft MCSA : Windows 10 preferredStrong knowledge of Microsoft client Operating Systems (Windows 10, Windows 8, Windows 7)Strong knowledge of at least one imaging / automation tool (such as Hyper-V, Acronis, Altiris)Strong knowledge of the Microsoft Office Suites (all versions)Strong knowledge of Mac OSXStrong written and verbal communication skillsAbility to document processes and proceduresAbility to identify automation opportunitiesAbility to explain technical concepts to a non-technical audienceExercises creativity and resourcefulness in solving technical problems in a way that maximizes client valueBonus Skills :
Good knowledge of ITIL v.3 (v.4) main processes, functions, frameworks (Incidents, Service Requests, Problems, Changes, KEDB, CMDB, KB, etc.)ITIL Foundation certification would be an advantagePractical knowledge of work with Jira Service Desk (or simila ITSM ticketing system)Knowledge of VDIKnowledge of SIP and VOIP phone systemsWorking knowledge of Microsoft Active Directory and Microsoft Exchange and user management
