IT Support Tech I (Morgan Hill, CA)

Finish Line; California; On-site; USD 33,000 - 34,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Job summary

Finish Line is seeking an IT Help Desk professional to handle day-to-day incident resolution and user support. The role involves remote access to devices, logging all tickets, and escalating when necessary to meet service levels.

The candidate should have an Associate Degree and 2+ years of help desk experience, with familiarity in MAC OS/iOS, Windows, Office, and SQL databases. Certifications like A+/Net+ or MCSA are a plus.

Qualifications

• Associate Degree in related field and 2+ years of help desk experience.
• Experience in tier 2 or tier 3 corporate help desk environments preferred.
• Working knowledge of MAC OS/iOS and Windows, Microsoft Office; SQL databases; LAN/WAN networks; certifications are a plus.

Responsibilities

• Investigates and resolves incidents and requests for IT Support Services per SLA.
• Remotes into user or site equipment for advanced investigations and troubleshooting.
• Logs incidents and requests into tracking tool with complete documentation.
• Escalates to IT resources when beyond scope or responsibility.
• Delivers a positive customer support experience with timely progress updates and professional communication.
• Expands knowledge to resolve requests on first contact; performs additional duties as needed.

Skills

MAC OS/iOS

Windows XP/7/8

Microsoft Office

SQL Database Servers

LAN/WAN networks

Education

Associate Degree in related field

2+ years help desk experience

Tools

A+/Net+

MCSA

Job description

Shift: Monday-Friday, 9AM-6PMThe purpose of this position is to perform the day-to-day investigation and resolution to ensure proper functionality of all information technology.This individual:Addresses and resolves incidents and requests reported to IT Support Services by internal, external, or third-party customers based on service level agreement.Remotes into various user or site equipment for advanced investigations and troubleshooting.Logs all incidents and requests into tracking tool and ensures all relevant information and categories have been documented.Escalates and engages IT resources to resolve incidents that are beyond the scope of their ability or responsibility.Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.Grows general knowledge of supported corporate and store information, increasing ability to resolve requests on first contact.Additional duties and projects as required.Required Education and/or ExperienceThis position requires an Associates Degree (A.S.) in related field and 2+ years of help desk experience, or equivalent combination of education and experience. Previous experience in a tier 2 support or tier 3 support corporate environment preferred.Required Computer and/or Technical SkillsShould have working knowledge of MAC OS/iOS and intermediate knowledge of, Windows XP, 7, and 8,and Microsoft Office, working knowledge of SQL Database Servers, LAN and WAN networks is required. Should have intermediate knowledge and abilities with Microsoft Office products, and strong knowledge of computer and web/digital technologies, software, and applications. A+, Net+, MCSA certifications are a plus.QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Sit for more than 6 hours per shiftUse hands to finger, handle and feelReach with hands and armsTalk and/or hearWalk or move from one location to anotherOccasionally may need to climb, balance, stoop, kneel, or crouchLift and/or move up to 10 pounds regularly and up to 25 pounds occasionallyPunctuality and regular attendance consistent with the company’s policies are required for the position.Average work week is 40-45 hours, which can vary depending on business need.The work environment for this position is a moderately noisy office setting.The company reserves the right to modify this job description with or without notice. Employees may be asked to perform additional duties outside of normal job scope on a temporary basis per company policy.#LI-DNIPay range: $24-$25.75/hr (Depending on Experience). This role will be eligible for medical, dental, vision, 401k, sick leave, parental leave, and company paid time off plan.This job description is not intended to cover all aspects, duties, and/or responsibilities required of employees. Employees may be asked to perform additional duties outside of normal job scope on a temporary or permanent basis per company policy. The company reserves the right to modify this job description with or without notice.EEO Statement:The Finish Line, Inc. is an Equal Employment Opportunity employer and is committed to complying with all federal, state, and local EEO laws. The Finish Line, Inc. prohibits discrimination against employees and applicants for employment based on race or color, religion or creed, national origin, alienage or citizenship status, marital status, sex, pregnancy status, age, military status, disability, or any other characteristic or class protected by law. The Finish Line, Inc. provides reasonable accommodations in accordance with applicable laws, including for disabilities, pregnancy, and religious practices.Need accessibility assistance to apply?Applicants who require accessibility assistance to submit an employment application can either call Finish Line at [phone] or email us at [e-mail]. A member of our Talent Acquisition team will respond as soon as reasonably possible. (This email address and phone number is only for individuals seeking accommodation when applying for a job.)