IT Help Desk Technician

IT Help Desk Technician
San Francisco Bay Area, CA
6+ Months Contract

Scope of Work, Skills and/or Qualifications:

• Serve as the first point of contact for customers seeking technical assistance over the phone, email, or in person.

• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.

• Competency in providing technical support in MS Operating Systems, Active Directory, Microsoft Office 365 applications, Workday, etc.

• Experience in providing desktop support including network connectivity and protocols, VPN, application installation, firmware updates, computer settings, browser configuration, etc.

• Remote support knowledge in Zscalar, GlobalProtect, Falcon, or equivalent.

• Working knowledge of identity management solutions such as Okta and ForgeRock.

• Remote Management & Monitoring (RMM) software experience preferred.

• Manage Help Desk tickets in a timely manner.

• Provide quick resolution and excellent customer service.

• Follow up with customers to ensure issues has been resolved.

• Redirect unresolved issues to the next level of support personnel.

• Keep record of service requests and incidents, and their resolution, in our ticketing system (FootPrints).

• Maintain technical documentation on installation of software, configuration of hardware and problem troubleshooting.