IT Service Desk

asus; Fremont (CA); On-site; USD 39,000 - 43,000; Full time

Benefits offered by this job

Bonuses

Medical insurance

Dental insurance

Vision insurance

Life Insurance

AD&D insurance

401(k)

Job summary

ASUS in Fremont seeks a Service Desk professional to assist employees with IT troubleshooting, hardware provisioning, and new equipment setup. You will collaborate with IT team members to resolve issues and ensure users are productive from day one.

The role demands strong customer service, rapid response, and a solid foundation in Windows OS, AD/Exchange, and Jira. BS in CS and prior help desk experience are preferred.

Qualifications

• BS degree in Computer Science or related field.
• Solid knowledge of Windows desktop OS and server concepts.
• Experience supporting hardware, software, and networking in an IT help desk.

Responsibilities

• Serve as escalation point for hardware, software, and networking issues.
• Monitor and triage IT service requests with SLA adherence.
• Perform troubleshooting and communicate progress to users clearly.

Skills

Windows OS

Networking basics

AD/Exchange

Customer service

Troubleshooting

Communication

Education

BS in Computer Science

Tools

Atlassian JIRA

Job description

The ITService Desk is the first point of contact for all employee related IT troubleshooting and support.Youwill work with internal IT team members in maintaining andrespondingto all hardware and software IT requestsas well asprepare new equipment fornew team members and make sure they are equipped to hit the ground running on their first day.We are looking for a team player who is obsessed with customer service and able to handle multiple requests in a fast-pacedenvironment.

Essential Duties and Responsibilities:

• Acts as an escalation point where difficult or controversial tasks are received. Respondsto requests for various hardware, software, peripheral, and networking technical assistance, elevate more complex problems to appropriate senior level team member
• Monitor Service Desk for requests/incident assigned and process first-in first-out based on priority and respond quickly and effectively
• Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting ITSD service level requirements
• Perform, schedule, work queues and monitor system alerts activity
• Ensure users are assigned appropriate resources
• Provides complex and unique technical troubleshooting assistance to the end user’s satisfaction
• Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner
• Must be able to demonstrate solid knowledge of major desktop software applications and networking concepts
• Must be able to isolate issues and define problems clearly and articulate solutions in a clear, concise, and consultative manner
• Must have strong customer service orientation; be able to maintain a professional demeanor, and work under pressure to handle critical issues in timely manner
• Take Ownership of ITSD fixed asset inventory and maintain in an appropriate level of accuracy
• Participate in technology related projects in line with business requirements as directed by IT Management
• Develop the manage tools for increase efficiency for the workflow of ITSD as needed
• Generate ITSD score card weekly report and ensure to meet the minimum requirement
• Provides and maintains IT inventory weekly report to management
• Create and perform maintenance for all ITSD standard operating procedures
• Perform other job duties as assigned*

Knowledge and Skills:

• Proficiency with Windows 7, 8, 10, 2008, 2012, 2019 server and MS Office Suite
• TCP/IP, UDP, FTP, LAN ,WAN , Switch , Router , IP Addressing , subnetting, DHCP,DNS concepts
• Knowledge for AD/Exchange
• Strong verbal and written communication skills; must effectively communicate the scope of work and technical finding or recommendations to a non-technical audience
• Ability to provide excellent customer service
• Ability to apply diagnostic techniques for problem troubleshooting

• Ability to work confidently in a rapidly changing, fast-paced and results-oriented corporate environment where a high degree of flexibility is required
• Excellent written and verbal communication skills in English

Required Qualifications:

• BS degree in Computer Science or related field

Preferred Qualifications:

• Knowledge of Atlassian JIRA system
• Minimum2 years of relevant work experience

Working Conditions

• Office Only: Typically works in an office environment
• Requires sitting, operating a computer keyboard, telephone and other office equipment for extended periods of time

$28.84-$31.25/hourly is an estimated pay range for this role working in Fremont, California office. The final amount will be determined based on the qualifications & experience of the candidate relative to the role. Our employee comprehensive benefits include bonuses, medical, dental, vision, life insurance, AD&D insurance, Paid Time Off, EAP, & 401(k).

ASUS is an equal employment opportunity employer. The Company makes employment decisions without regard to race, color, religion, sex, gender, pregnancy/ breastfeeding, medical conditions related to pregnancy or childbirth, sexual orientation, age, national origin or ancestry, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, as well as any other characteristic protected by law, regulation or local ordinance, and strives to comply with all applicable laws on the subject. These employment decisions extend to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, pay and other forms of compensation, training and other terms and conditions of employment.