IT Desktop Support Technician

Why work at Saxco?

We are a dynamic, inclusive, and fun team with a passion for excellence in the packaging industry. We have a supportive and collaborative environment where your ideas and creativity are valued, and innovation and continuous improvement thrive. You will be empowered and encouraged to achieve your full potential. The company also values you outside of work, embracing flexibility to accommodate personal needs and maintain a healthy lifestyle. At Saxco, community matters because it unites us gives us purpose and provides an opportunity to drive change. Through involvement and contribution, we are committed to supporting, serving, strengthening, and sustaining the communities where we live and work.

Come join this exceptional team and build a meaningful and rewarding career!

Additional information about Saxco International, LLC can be found at https://www.saxco.com/why-saxco/community-matters/

Location: Fairfield, California headquarters.

Reporting Relationship: The position will report to the Manager of IT Infrastructure and Support and will work closely with all IT staff.

What you’ll do: The Technical Support Technician provides front-line technical support for all IT-related incidents and user requests for service. This position requires exceptional internal client service/customer focus, technical expertise, and the ability to perform a broad array of IT responsibilities to help ensure all staff have the necessary IT support to deliver exemplary service to our clients.

Position Requirements: The skills and qualifications required of the successful candidate to keep our Information Technology and tools available and useful to deliver on Saxco strategic goals are:

Primary:

• Investigate, troubleshoot, and resolve all computer software and or hardware problems; these include, but are not limited to MS Office, MS Outlook, Internet Access, Remote Connectivity, Printing, and Audio-Visual services.
• Provide on-site and remote technical support to internal users for all Information Services-related issues. This position supports all Users and Contractors in our Fairfield and other Offices across all US time zones.
• Provide mobile device support to include setup of devices (iOS, Android, etc.) to connect to the firm’s mobile device management system and remote authentication applications.
• Provide or recommend software and/or hardware-specific solutions for problems and or requests.
• Isolate reoccurring technical issues to proactively address associate problems. Escalate issues when required to level III desktop engineering.
• Open, review, resolve, and close assigned support tickets according to SLA’s. Track all requests for service and support in the incident tracking software. Update the associated knowledge base with standard resolutions as required.
• Prevent the loss of customer functionality with regular maintenance on computers. Review computers on a regular basis to ensure they are on the latest software releases including security patches.
• Maintain office desktops and laptops by following the imaging process which includes data backup and configurations for new and existing associates.
• Create, maintain, and update IT equipment in our asset tracking software. Inventory equipment on a regular basis to confirm asset tag information, customer ownership, and location.
• Responsible for participating in all ongoing training deemed necessary by IT Supervisor.
• Provide audiovisual support that includes screens, audio equipment, microphones, external speakers, video conferencing, or other presentation services.
• Create and maintain in-house team documentation; these include but are not limited to setup checklists, equipment summaries, and documentation for the IT Documentation Library.
• Ensure customer (associate) satisfaction by reviewing and performing follow-up communications on open/closed tickets.
• Execute and monitor security awareness campaigns and develop associated training.
• Responsible for new hire setups and removal of IT equipment that includes relocation of equipment as required.
• Review and validate IT-related billing invoices before routing for approval.

Secondary:

• Help with Information Services projects and rollouts; as needed.
Perform other duties as assigned by the IT management.

QUALIFICATIONS:

Must have’s: These must be specifically listed on resume to be considered for this position:

• 3 years’ of work experience in an Information Technology environment.
• A minimum of a High School Diploma or GED equivalent is required.
• Must have two or more current information technology certifications.

Nice to have’s:

• Bachelor’s Degree preferred.
• Previous professional services experience.
• Strong analytical and problem-solving skills.
• Exceptional customer service and interpersonal skills.
Certifications in one or more of the following areas: Microsoft Certified Desktop Support Technician...

Disability Accommodation

Applicants with disabilities may be entitled to reasonable accommodations, absent undue hardship, under the Americans with Disabilities Act and certain state and local laws. Reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity for qualified individuals with disabilities and will enable them to perform their job duties. This may include appropriate adjustments or modifications of employer policies, including a mandatory vaccination requirement.

Please inform Saxco’s personnel representative if you need assistance completing this application or otherwise believe you need accommodation regarding the requirements set forth in this job description because of a disability.

Religious Accommodation

Applicants with sincerely held religious beliefs, observances, or practices may be entitled to reasonable accommodations, absent undue hardship, under Title VII of the Civil Rights Act of 1964 and certain state and local laws if the applicant’s religious beliefs, observances, or practices otherwise conflict with requirements set forth in this job description.

Please inform Saxco’s personnel representative if you believe you need accommodation regarding the requirements set forth in this job description because of a sincerely held religious belief, observance, or practice.

Equal Opportunity Employer:

Saxco International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.

*Management retains the discretion to add to or change the duties of the position at any time.