Help Desk I

San Francisco, CA 94104

Posted: 10/16/2020 Employment Type: Direct Hire Skill Set: Infrastructure Job Number: 1269

Job Description


We are looking for a Service Desk Technician to support a project for our client that is a large Managed Service Provider in San Francisco, CA. 

DUTIES AND RESPONSIBILTIES:

• Provide remote desktop, server, and network support.

• Work with our remote monitoring and management (RMM) system to identify, prioritize, & resolve problems.

• Leverage our professional services automation (PSA) solution to manage support tickets, collaborate with internal staff, and communicate with clients.

• Respond to incoming support requests and provide first call resolution / escalation

• Document and communicate incidents, outages, ticket status, and resolutions internally and externally, and escalate tickets appropriately.

• Identify critical issues, prioritize and respond to tickets to ensure customer SLA’ s are met.

• Provide proactive monitoring and maintenance on Xterra client networks, including but not limited to routine daily/weekly/monthly tasks, such as ensuring backups complete successfully, and antivirus definitions are up to date.

• Perform security administration functions such as granting user access, data access, and remote access to users on-site or cloud-based systems.

• Create high quality technical documents quickly and accurately.

• Provide after-hours and weekend support on a rotational basis.

TECHNICAL SKILLS:

• 2+ years of hands on experience within a technical Service Desk environment doing onhands and remote support.

• Strong fundamental IT troubleshooting skills, and the ability to apply those skills to assist troubleshooting of a wide range of information systems and applications.

• A firm desire to consistently work as a vital part of the team with a primary focus on customer service and issue resolution.

• Demonstrable working experience with Windows and Apple Operating Systems, MS Office, and browsers.

• Smart phone hardware and OS support – Ex. iPhone and Android.

• Experience with basic computer repair, software patch management, Virus and malware removal, and remote access VPN.

• Basic working knowledge of networking concepts, local area networks, Wireless Technologies, and TCP/IP protocol.

• A background check is required

ABOUT US:

Kinect provides career advice and advancement to tech professionals while providing best in class support to our clients.   Kinect specializes in roles in software and applications, IT infrastructure and operations.  We provide contract and project resources to a broad range of organizations on a national basis.  Contact us to see how Kinect can help you further your career goals.

Kinect provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal requirements, Kinect complies with applicable state and local laws governing non-discrimination in employment in every location in which the company conducts business

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