Desktop Support Technician - L2

The Rockridge Group; United States; Vor Ort; USD 55.000 - 90.000; Vollzeit

Zusammenfassung

The Rockridge Group is seeking a skilled L2 Deskside Support Technician in Hillsboro, Oregon. You will assist clients with hardware and software issues, install, upgrade, and migrate systems, and provide on-site or remote support as needed.

The role requires strong customer service, multitasking, and troubleshooting skills, with experience across PC and Mac platforms and familiarity with CRM tools.

Qualifikationen

• 3+ years Windows & Mac experience in an L2 deskside role.
• Customer service experience with direct client interaction required.
• CompTIA or equivalent certification preferred.
• Experience with Apple, Dell, HP, Toshiba, Lenovo, ASUS hardware preferred.
• Must have strong troubleshooting and ability to work under pressure.
• Good multitasking and prioritization abilities.
• Familiarity with CRM systems.
• Knowledge of GMP environments is beneficial.

Aufgaben

• Support PC & MAC platforms and OS.
• Handle installations, repairs, or maintenance of desktop hardware remotely or on-site.
• Participate in system migrations, data migrations, app installs and config on PC/MAC.
• Work independently and report progress to supervisor.
• Coordinate equipment and parts with clients for service requests.
• Close all requests in the CRM on the day they are resolved.
• Maintain assets and notes across CRM tools for accurate tracking.
• Provide feedback for process improvements.
• Assist with AV events and triage AV equipment issues.
• Keep certifications and training up to date.

Kenntnisse

Customer Service

Multitasking

Communication

Interpersonal Skills

Organizational Skills

Tools

CRM tool

G Suite

Microsoft Office

Jobbeschreibung

Job Description

Job Title: Desktop Support Technician – L2

Location: Hillsboro, Oregon

Summary

We are looking to hire a skilled L2 Deskside Support Technician to assist our clients with computer hardware and software issues. You will be required to work on‑site or via remote connection and assist with hardware installations, software upgrades, systems integrations, and basic IT related issues. Responding to dispatched assignments usually involving the installation, repair or maintenance of computer hardware and peripherals at the customer’s office or desk location. This self‑motivated candidate will follow defined account or departmental policies and procedures, work on routine assignments, identify, test and repair system hardware. Some IT support is inside regulated GMP clean rooms.

Essential Duties and Responsibilities

• Support of PC & MAC Platforms & Operating Systems.
• Responds to dispatched assignments usually involving the installation, repair or maintenance of desktop computer hardware and peripherals remotely or at the customer’s office or desk location
• Computer replacement program initiatives, including System Level Migrations, Data Migrations, Application Install and Configuration on PC & MAC systems.
• Work independently on assignments and report progress to your supervising manager.
• Coordinate, manage and predict equipment and part needs for dispatched service requests and coordinate those requests directly with the client.
• Facilitate 100% of closures for all requests within the CRM tool on the day they are resolved or fulfilled.
• Manage assets and take detailed notes utilizing CRM tools or applications by keeping status, details, notes or any other updates consistent between multiple tools or applications utilized for Customer Request Management and Tracking purposes.
• Provide regular feedback consistent with the needs of the team and environment for ongoing improvements.
• Supporting AV events and triaging AV equipment issues.
• Keeping certifications and training updated.
• Other duties and responsibilities may be assigned.

Education/Experience

• 3+ years Windows & Mac Experience within an L2 Deskside Support role
• Customer Service and experience working directly with customers is a must.
• Technical authorization CompTIA or equivalent is preferred.
• Technical authorization with one or more of the following manufacturers: Apple , Dell, HP, Toshiba, Lenovo, ASUS is preferred.
• Requires a sound technical background with a minimum of 3+ years of professional experience in a Service or IT environment.
• Able to multitask and prioritize multiple projects.
• Good interpersonal skills and organizational skills.
• Must be dependable and able to meet deadlines consistently.
• Should have the ability to work under pressure and should be flexible and able to adapt to a changing environment.
• Ability to troubleshoot and resolve complex hardware and software issues.
• Excellent communication skills are a plus.
• General knowledge of gSuite (Gdocs, Gsheets, gmail) or Microsoft office is a plus.
• 3+ years supporting one or more operating systems such as Mac OSX, Windows 10.
• Experience with Mobile Devices & Operating Systems (iOS/Android) is beneficial.