What are the responsibilities and job description for the Help Desk Specialist position at Motion Recruitment?
Title : Help Desk Support / Help Desk Specialist II
Location : San Francisco CA / Hybrid
Duration : 06 Months
Description : Come join the Workforce Technology team here at Client as a contractor where our mission is to remove barriers for our employees and connect them to Clients bigger mission so they can do great things for our customers. We operate by caring and creating experiences that reflect the Client brand and values, practicing what we preach and simplifying the business of life for our employees, delighting our employees so they can be inspired to pass on the delight to our customers, and we are constantly working to improve our services and products. If you enjoy working face to face with customers in a fast-paced high-tech environment, then this is the place for you! The role of Hybrid IT Support Analyst (CW) is to help employees with all facets of the corporate computing environment. The Analyst must combine an understanding of Macintosh & Windows with firsthand experience.
Responsibilities : Troubleshoot software, hardware and connectivity issues in person & remotely via virtual support (phone / chat) Troubleshoot video conference issues Ability to understand & articulate root cause on customer issues. Log all Service Desk contacts into Incident Management System (ServiceNow) Experience with installation, upgrade, and maintenance of software, hardware, and peripherals. Familiarity with encryption and security tools and triaging within this environment. Assist customers in gaining access to various systems and servers. Provide support for remote employees using AppStream environments, VDI machines, and Avaya / Cisco telephony. Setup and maintain shared mailboxes / distribution lists in Exchange Management Console / Exchange Admin Console. Deploy / patch software using Casper and LANDesk technologies. Communicate call trends and challenges team meetings. The ability to take on small projects from start to finish Knowledge Base and process documentation skills. Work closely with the team to resolve or properly close aging tickets. Take ownership of employee issues and follow up on the status of problem 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.
Skills : 2-3 years of Service Desk or Desktop Support experience for both PC and Mac required Experience working with multiple customers face to face in a 'Walk Up Bar' type of corporate environment and virtual support via phone / chat Strong interpersonal / communication skills with the ability to communicate with technical and non-technical users effectively Passionate about providing excellent customer service and follow-thru to completion Familiarity supporting Mac OS X & Windows 7 / 10 Good problem solving, diagnosis and troubleshooting skills The ability to work under pressure in a fast paced environment is a must Familiarity with wired and Wi-Fi Networking with Windows Active Directory Familiarity with Exchange, AD, Software Distribution Systems, and related technologies Familiarity with Video Conferencing support and communication technologies such as Jabber, Blue Jeans, Zoom is a plus Working knowledge of collaboration tools such as Slack, Box, Google Suite Familiarity with ticketing systems such as Service Now is a plus Strong mobile support (Android, iOS, etc.) experience Ability to work independently and within a team
