Desktop Support Technician - Entry Level

Desktop Support Technician - Entry LevelSan Jose, CAPosition PurposeThe primary responsibility of this role is to support clients through answering, logging and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.Duties and ResponsibilitiesMonitoring computer hardware performance and diagnosing system issuesInstalling new hardware in computers including adding or replacing computer memory (RAM) and installing disk drivesReplacing worn or defective parts and clean computer hardware according manufacturers' specificationsPerforming equipment testing following repairsSetting up new configurations for computers including OS image deploymentInstalling, configuring and upgrading software applications including rollout projectTroubleshoot and resolve software application and OS related problemsUsing IT Service Management tools and systems to track and route cases (problem and request tickets) including standards for updating and changing case standardsIdentify, prioritize and escrow situations requiring urgent attentionPerform system health check and mitigation to meet software and security standards including encryption, patching and backupOther related duties as requiredPerformance MeasuresMeeting client service level agreement (SLA) targetsMeasures agreed and set during performance appraisal.QualificationsTertiary qualification in relevant fieldA+ certification or equivalent years of experienceSkills and ExperienceMinimum 1 year experience with installation and troubleshooting in a technical environmentKnowledge and experience providing customer services in an IT environmentUsing any case management / support ticketing and knowledge-based systemsPrevious experience with Lenovo ThinkPad laptops, Apple MacBooks, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, CrashPlan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, Ping ID, SCCM and/or CasperExperience supporting Office 365Sound logical diagnostic abilityAttributesPositive attitude and collaborative approach in working within a team environmentStrong oral and written communicationsExcellent interpersonal skills with the ability to communicate with a range of technical and non-technical people.Ability to learn and adapt quickly to changesCritical thinking and analytical capabilities in troubleshooting and problem solvingPlanning, organizing and prioritizing skillsAbility to problem solve and think both logically and laterally.The ability to apply good time management discipline and work under pressureClient focused attitudeJ-18808-Ljbffr