IT Help Desk Technician

Veracity Software Inc; San Francisco (CA); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking an IT Help Desk Technician to provide top-notch technical support in the San Francisco Bay Area. This role involves troubleshooting hardware and software issues, managing Help Desk tickets, and ensuring excellent customer service. The ideal candidate will have a solid understanding of MS Operating Systems, Active Directory, and remote support tools. Join a dynamic team where your contributions will enhance customer experiences and support the organization's IT infrastructure. If you're passionate about technology and customer service, this opportunity is perfect for you!

Qualifications

• Serve as first point of contact for technical assistance.
• Troubleshoot and resolve hardware/software issues.
• Manage Help Desk tickets efficiently.

Responsibilities

• Provide excellent customer service and quick resolutions.
• Maintain records of service requests and incidents.
• Follow up with customers to ensure satisfaction.

Skills

Technical Support

Troubleshooting

MS Operating Systems

Active Directory

Microsoft Office 365

Desktop Support

Network Connectivity

VPN

Customer Service

Education

High School Diploma

Technical Certification

Tools

Zscalar

GlobalProtect

Falcon

Okta

ForgeRock

FootPrints

Job description

IT Help Desk Technician

San Francisco Bay Area, CA

6+ Months Contract

Scope of Work, Skills and/or Qualifications:

• Serve as the first point of contact for customers seeking technical assistance over the phone, email, or in person.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Competency in providing technical support in MS Operating Systems, Active Directory, Microsoft Office 365 applications, Workday, etc.
• Experience in providing desktop support including network connectivity and protocols, VPN, application installation, firmware updates, computer settings, browser configuration, etc.
• Remote support knowledge in Zscalar, GlobalProtect, Falcon, or equivalent.
• Working knowledge of identity management solutions such as Okta and ForgeRock.
• Remote Management & Monitoring (RMM) software experience preferred.
• Manage Help Desk tickets in a timely manner.
• Provide quick resolution and excellent customer service.
• Follow up with customers to ensure issues has been resolved.
• Redirect unresolved issues to the next level of support personnel.
• Keep record of service requests and incidents, and their resolution, in our ticketing system (FootPrints).
• Maintain technical documentation on installation of software, configuration of hardware and problem troubleshooting.