Vacancy expired!
TCI has an immediate need for a IT Desktop Support Lead role in the San Francisco area for a contract job.The role of the IT Desktop Support Lead is to provide desk side support to roughly 50 business users in Silicon Valley office but may assist regional offices at times. This involves troubleshooting desktop and related issues through resolution in a timely manner. Typical issues will revolve around Zoom, printers, MS Office, desktop applications, and mobile devices.
KEY JOB DUTIES TO INCLUDE (but not limited to):- Use the incident management tool to record and accurately create and update all incidents/requests.
- Maintain high levels of incident ownership through the incident lifecycle to satisfactory customer resolution.
- Categorize and escalate incidents and service requests.
- Set the user's expectations in relation to incident resolution or service request fulfillment.
- Provide timely and constructive feedback in de-escalations of incidents/requests.
- Responsible for providing a highly mobile and high quality support service to the office by resolving incidents/requests in a timely fashion, remotely or in person.
- Install, configure, upgrade, and support hardware such as, but not limited to, laptops, desktop PCs, printers, telephones, and mobile devices.
- Install, upgrade, and troubleshoot all applications.
- Assist in testing new software & hardware, providing constructive feedback as required.
- Follow appropriate processes and procedures in relation to assets' life-cycle.
- Assists with the setup and support of audio and video conferences and audio/visual technology for meetings; Zoom Collaboration – Software and Hardware support.
- Provide support at events and meetings in line with the business requirements.
- Ensure that desktop security configurations and practices are implemented and maintained in line with the firm’s policies and procedures;
- To constantly and pro-actively look for ways to improve the systems, service, processes, performance. and communication of the IT support services team;
- Assist the Training Department, or contracted third parties, with the delivery of scheduled training classes. Follow-up on training provided to new hires.
- Support scheduled maintenance windows and assist with system emergencies (i.e., power outages) that require system shutdown, rebooting, post maintenance testing, etc.
- Assist clients and visitors to the office with laptop access and printer installations in conference rooms, visitor offices, etc.
- Ensure end users are able to use remote access.
- Confidently builds rapport and instills confidence with all stakeholders and customers.
- Understands who their customers are and can identify solutions that meet the requirements of the customer.
- Possesses strong trouble shooting skills.
- Takes a proactive approach to problem solving by identifying patterns and trends.
- Two (2)+ years’ experience providing user IT support in a corporate environment.
- College degree is preferred but experience can be substituted for a degree (4+ years of the above).
- Strong knowledge of Microsoft Office 365 (Outlook, Word, Excel and PowerPoint), document management systems, and mobile devices (Andriod, BlackBerry and iOS).
- Familiarity with Windows administration and networking.
- Strong ability to build rapport and set proper expectations with all levels of users.
- Understands who their customers are and can identify solutions that meet the requirements of the customer.
- Possesses strong trouble shooting skills.
- Takes a proactive approach to problem solving by identifying patterns and trends.
- ITIL Foundation accreditation
Vacancy expired!