Job Information
TEKsystems Support Technician 2 in Walnut Creek, California
Title: Support Technician 2
Terms: 3 Month Contract (possibility to extend based on performance and impact)
Target compensation: $30-35/hr.
Location: Walnut Creek, CA (MUST SIT ONSITE)
Target Start Date: TBD
Company Size: Enterprise Holding Company
Notes: This is an ONSITE position in Walnut Creek, CA
Description:
In addition to investigating, researching, and resolving complex software application issues and operating system modification requests, the Technical Support 2 will serve as a mentor for junior members of the team, providing technical expertise and service support.
ESSENTIAL RESPONSIBILITIES
Consistently demonstrates expertise of commonly used technical support concepts, practices and procedures. Independently identifies, researches, and resolves complex service issues.
Ensures observed patterns of customer pain-points are escalated. Reviews historical incidents for signs of systematic issues in need of resolution.
Provides advanced support with requests for reported customer requests for assistance and complaints. Triages issues for timely resolution. Thoroughly documents progress and provides continued updates to customer and management through resolution.
Reviews current processes and recommends improvements for greater efficiency. Updates installation guides and workflow processes in kind. Collaborates with IT teams to update workflow processes impacting multiple teams. Provides training on updated processes.
Installs and maintains hardware and peripheral components such as monitors, keyboards, printers and scanners on end-user premises.
Installs phone systems and provides technical phone support to onsite and remote users.
Loads and provides training on approved software applications (e.g., operating systems, Microsoft Office, in-house applications, etc.).
Replaces/repairs defective hardware or damaged software packages.
Provides tutorials as necessary on how users access our system remotely utilizing OWA, VPN and/or Citrix.
Creates Active Directory and Exchange user accounts with a focus on security.
Ensures all Key Process Indicators (KPI) and Service Level Agreements (SLA) are met.
Manages Major Incidents and provides timely and clear communication to the organization.
QUALIFICATIONS
Education: High School Diploma or High School Equivalency Credential such as GED, HiSET, or TASC required; Associates degree or higher in Computer Science, Management Information Systems, or related discipline from an accredited college or university preferred.
Experience: Minimum of three years of proven experience in a desktop support or technical support role required.
Certifications: A Plus (A+) and/or Network+ (N+) certifications preferred.
Language Ability: Able to write reports and correspondence. Able to communicate effectively with colleagues at all levels of the organization, as well as external parties, in a variety of situations.
Math and Reasoning Ability: Able to solve practical problems and deal with a variety of concrete variables in situations where some limited standardization exists. Able to interpret instructions furnished in written, oral, diagram or schedule form. Relies on experience and judgment to plan and accomplish tasks.
Technical Skills:
Expertise in standard computer hardware, software, video conferencing and telephony technologies, and peripheral devices.
Expertise in Windows operating systems.
Strong knowledge of office operations and current technologies in communications, data entry, and file management.
Able to describe the rationale for standards and procedures.
Skills:
Technical support, printers, windows
Top Skills Details:
Technical support
Additional Skills & Qualifications:
Onsite 5 days/week in the Walnut Creek office.
Experience Level:
Intermediate Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.