Job Summary

Desktop Support

  • Location:
    San Ramon , California
  • Category:
    Help Desk/Technical Support
  • Contract Type:
  • Job reference:

This is a contract position that could go long term contract
Overview of position:
IT Service Delivery is responsible for managing global infrastructure assets including data centers, networks, PC desktop, messaging and meeting tools such as email, SharePoint and WebEx core technologies.  The Desktop Support organization is responsible for delivering end user support around our core desktop environment and tools; such as: enterprise messaging, real-time communications, meeting tools, and the core operating system and applications globally (United States, London, Singapore and Manila).  We also deliver hardware life cycle management (inventory, deployment and surplus processes) as well as break-fix and disposal managed services for all US GIL hardware.
• Providing customer support, including hardware and software troubleshooting and diagnosis
• Juggling customer and product issues with a genuine sense of urgency
• Resolving issues - things happen and we are here to fix them and educate end users
• Routing issues as needed - if we cannot fix, we help find the right team who can assist
Soft skills
• Have a passion about customer service and a commitment to exceeding expectations
• Enjoy meeting people and building relationship with customers
• Positive disposition and outlook
• Communicate technical concepts in layman’s terms
• Communicate with other support groups and vendors to provide seamless support to customers
• Desire to solve problems
• Proper balance between a sense of urgency and the ability to keep your cool
Technical skills
• 3-4+ years of technical experience in an enterprise help desk or desktop support role
• Direct experience with hands-on Desktop Support
• Knowledge of and experience troubleshooting/supporting Windows platform 7 &10 (32bit & 64bit)/O365/OneDrive/Exchange 2016/SharePoint Online
• Knowledge of and experience troubleshooting/supporting mobile devices, IOS, Air Watch, Mobile Device Management (MDM)Console
• Basic Hardware and software troubleshooting.
• Knowledge of the concepts and policy controls of Active Directory
• Knowledge of and experience with printer mapping, LAN/WAN network configuration and troubleshooting, as well as VPN client connectivity
• Knowledge of BMC’s Remedy tool and ISO/ITIL processes and documentation standards a plus

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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