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.