Title: Desktop Support Technician II

　　Terms: 18 Month Extendable Contract (HIGH possibility to extend and possibly convert for the right individual)

　　Target compensation: $35-45/hr.

　　Location: Mountain View, CA

　　Target Start Date: TBD

　　Company Size: Enterprise

　　Notes: This is an ONSITE position in Mountain View, CA

　　Top Skills' Details

　　3-5 years desktop support technician who has experience working with both Mac and Windows OS

　　Experience working at a walk-up bar setting to provide technical support in a corporate environment (3 days onsite)

　　Experience providing 100% remote phone support (2 days remote in this role)

　　Secondary Skills - Nice to Haves

　　Help desk

　　Help desk support

　　Job Description

　　The role of Desktop Support Analyst 2 is to help employees with all facets of the corporate computing environment. The Desktop Support Analyst must combine an understanding of Mac & Windows with firsthand experience. Excellent communication and interpersonal skills combined with technical skills are essential to providing a “white-glove” level of support to the employee community.Responsibilities

　　Ability to troubleshoot software, hardware and connectivity issues remotely

　　Ability to understand & articulate root cause on customer issues

　　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 Citrix environments, VDI machines, and Avaya/Cisco telephony

　　Setup and maintain shared mailboxes/distribution lists in Exchange Distribute and patch software using Casper and LANDesk technologies

　　Communicate call trends and challenges in daily team meetings

　　The ability to take on small projects from start to finish

　　Keep Knowledge Base and process documentation up-to-date

　　Work closely with the team to resolve or properly close aging tickets

　　Manage the individual and ticket queue for the team

　　Ensure the highest level of customer satisfaction

　　Qualifications

　　3-5 years of Service Desk or Desktop Support experience for both PC and Mac required

　　Experience working with multiple customers face to face in a ‘Genius Bar’ type of corporate environment is preferred

　　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

　　Minimum of an associate degree in a computer technology or equivalent from two-year College or technical school

　　Familiarity supporting Mac OS X & Windows 10

　　Previous experience with Microsoft Office is preferred

　　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 and Blue Jeans is a plus

　　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

　　Additional Skills & Qualifications

　　Though technical ability is very important, the cultural fit is what the manager is heavily screening for. Finding technicians that are able to speak with users and build a relationship with them rather than treating them like a transaction is his #1.Employee Value Proposition (EVP) – Why you would want to work here

　　Company has an energetic, diverse environment. Though they are a large corporate company, they operate like a small business, especially on the desktop team. They have a huge focus on the quality of service and built their new state of the art building around the Techno Bar!

　　They get holidays paid off through Intuit and are rewarded for their work via sporadic "Recharge Days" that are also paid by Intuit. They care a lot about their employees and want to make sure they have a work life balance and understand that their efforts are valued.

　　Work Environment

　　Company is a casual environment but this person will be supporting all users, including VPs and C level executives. They will be taking tickets via phone, going desk side for users while also working at one of the 3 walk up Techno Bars they have on campus. They want people that have the ability to build a relationship with the users so the cultural fit is very important and is where the current techs are missing the mark.

　　Since the pandemic, this team has been helping take tickets from the service desk and will continue to do so on the days they work from home. Once Building 22 is open, they will likely be 70% walk up bar and 30% phone support.

　　They will be required to work onsite 5 days a week during training and while they are getting ramped up (2-3 weeks). Once they are up and running, they will get weaved into the hybrid calendar where they will work 3 days onsite and 2 remote. *This is subject to change as support needs ramp up with folks coming back onsite. *

　　Business Drivers/Customer Impact

　　This person is on the team that is the face of IT and helps maintain the employee productivity through their support. By doing so they will save money and increase customer satisfaction by addressing tickets in a timely manner. This team has NPS scores that measure each of their employees' quality of service which is made up from survey scores that evaluate them on a scale of 1 to 10.Why is the position open (provide details)

　　Company is opening a brand-new building on campus, and they are going to add a new walk up support bar, which they need additional coverage in. This is driving the approval for 2 new adds to the team.External Communities Job Description

　　This Mountain View team is looking to bring a desktop support technician with skills in both Mac and Windows face to face troubleshooting experience to their team. They will spend time at a walk-up bar, troubleshooting more challenging tickets, and taking on project responsibilities as needed for the team.

　　About TEKsystems:

　　We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

　　The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

　　We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email [email protected]. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.