Senior Desktop Support Technician

Desktop Support Technician II

Location: San Mateo, CA

Salary Range: $100K - $110K

Hours: Full time, M-F, 8am-5pm

Duration: Permanent

Description:

technical assistance to customers pertaining to desktop computer, peripheral and related technology; responds to requests for help over the phone, remotely and/or in person; receives and logs requests for assistance from end users; utilizes and updates system maintenance logs and other tools to prepare trouble tickets and to track and respond to service requests; verifies the location of the problem by eliciting information from end users regarding the nature of the issue; determines severity of problem and either resolves or refers to higher-level information technology staff.

an on-site assessment of problems; investigates, troubleshoots, evaluates and resolves a variety of routine computer hardware, software and peripheral equipment problems; determines whether a problem needs to be escalated to a higher level staff member.

a variety of technical support work pertaining to the basic operation and maintenance of computers and peripheral equipment for an information technology unit or division; monitors routine system parameters such as response time and general performance; tests and sets up basic hardware and software configurations; performs basic maintenance and repair on system components.

coordinate equipment repairs with external vendors by contacting vendors and arranging to have parts purchased/shipped as needed; arranges for vendors to perform on-site repairs.

Troubleshoot a variety of routine desktop hardware and software issues and respond appropriately to customer service requests

Test and repair electronic equipment using appropriate tools.

Communicate technical information to a wide variety of users.

Assist in planning and evaluating new systems and equipment.

Establish and maintain effective working relationships with those encountered during the course of work.

Qualifications:

Minimum 2 years of experience as a Level 2 Tech

Experience with Microsoft desktop operating systems.

Basic knowledge of computers, networking switches, routers and printer hardware.

Be well-versed in the industry standards of desktop computers, laptop hardware and printers.

Strong documentation skills.

Ability to absorb and retain information quickly.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Exceptional customer service orientation.

Ability to operate, maintain, and perform routine repairs on information technology equipment and software similar to that being used by the hiring department

IT certifications may be required for some assignments.