Service Desk Technician L2 - Contract

Covestic Inc; Mountain View (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

Covestic Inc. is seeking an experienced Help Desk Technician to join our fast-paced environment in Mountain View, CA. You will resolve complex IT issues across Windows, Mac, and mobile devices while supporting collaboration tools and enterprise apps.

Ideal candidates have 3+ years in a help desk role, strong communication, and proficiency with Google Workspace, Slack, and Microsoft Exchange/Google Admin. On-site work in a dynamic team is expected.

Qualifications

• 3+ years in a Help Desk role with walk-up service required
• Strong interpersonal communication with empathy
• Mac OS command-line troubleshooting and app-level resolution
• Experience with Slack, Teams and Google Workspace
• Experience supporting PCs and Windows OS in an enterprise environment
• Knowledge of iOS and Android device support in an enterprise
• Familiarity with Zoom/WebEx for video collaboration
• Experience with Microsoft Exchange and/or Google Admin (Groups and permissions)

Responsibilities

• Apply critical thinking to complex user requests and provide context for quick solutions
• Troubleshoot client-side network connectivity issues (auth, remote access, Wi-Fi, wired)
• Support user requests and perform remote installations as needed
• Assist remote users with access problems (password resets, network access)
• Support messaging and calendaring services and content collaboration
• Support mobile devices
• Lead in ticket processes and coach others on workflow metrics
• Attend weekly team syncs and drive actionable discussions
• Seek feedback to optimize support and understand user needs

Skills

Strong interpersonal communication

Mac OS troubleshooting

Google Workspace proficiency

Exchange/Admin permissions

Windows OS troubleshooting

Active Directory basics

Video collaboration tools

Help desk experience

VIP support

Education

High School Diploma or GED

Tools

ServiceNow

Zendesk

Jira

Okta

Job description

Would you like to work in a dynamic fast-moving environment that values social interaction as well as technical prowess? We pride ourselves on hiring bright, driven, enthusiastic Help Desk Technicians that have experience in supporting in primarily PC environments but can also handle a Mac equally well. Our workplace is where you will sharpen existing skills and develop new ones around new technology as it emerges. It is a bright, vibrant, challenging environment that leave you feeling like you've helped make an impact. We need people who can hold a conversation as well as resolve complex technical issues effectively and efficiently through multiple mediums (chat, ticket, phone). We want people for whom going over and above is second nature, who value the people behind the problems, and for whom technology is their passion. We want to deliver the best IT Help Desk experience in the world and if you think you are up to the challenge, read on.

Responsibilities

• Apply critical thinking to complex user requests and provide as much context and information as possible to deliver the best solutions as quickly as possible
• Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi‑Fi and wired connectivity to the internal network
• Support user requests and perform remote installations as needed
• Assist remote users with access problems ranging from password resets to network access failures
• Support messaging & calendaring services and content collaboration
• Support issues with mobile devices
• Lead in ticket processes and provide coaching for other technicians when workflow deficiencies are identified. Have deep understanding of defined team metrics, such as backlog, aging, effectiveness; this technician then takes actions based on the current trends in service
• Attend and participate in weekly team syncs by driving actionable discussions
• Display learning agility by actively seeking answers when technically challenged
• Seek feedback from other Help Desk Technicians to optimize and improve support, while also maintaining a solid understanding of general user support needs and requirements

Skills

• HS Diploma or GED
• 3+ years of experience in a Help Desk role with walk‑up service required, VIP support preferred
• Strong interpersonal communication skills with a high degree of empathy is a must
• Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures required
• Advanced working knowledge of collaboration tools such as Slack, Teams and Google Workspace required
• Demonstrated knowledge of Microsoft Exchange and/or Google Admin, including a firm understanding of Groups and permissions, is required
• Knowledge of Windows, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues, is a plus
• Familiarity with platforms such as ServiceNow, Zendesk, Jira, or Okta preferred
• Experience in supporting PCs and Windows OS in a commercial or enterprise environment
• Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment
• Working knowledge of video collaboration, including tools like Zoom, WebEx, etc.
• Working knowledge of Active Directory and basic AD administration