Service Desk Tech III

Service Desk Tech III
Location: San Mateo, CA
Duration: 3-6 Months Contract to hire

Responsibilities:

• Our team is looking for a Service Desk Technician III to join our IT team. We see this team member as a senior level professional responsible for providing advanced technical assistance and strategic guidance across the organization.
• This role will have a dedicated focus on supporting PC and Apple based hardware, software applications, network and directory service, telephony systems, as well as cloud solutions.
• As the Service Desk Technician III, you will help resolve complex technical issues and contribute to the design and implementation of the IT support process.
• In addition, this role would be responsible for proactively managing key IT services including but not limited to workstation imaging solutions, telephony systems, internet service provider coordination, mobile device management, software and asset lifecycle management, enterprise printing, and audio / video conferencing solutions.

We are looking for someone to take on the following responsibilities in their day to day:

• Supportive Responsibilities - Analyzes, troubleshoots, and resolves complex incidents and service requests related to software, hardware, networking, cloud services, security policies, and enterprise applications. Addressing and resolving these incidents in a timely manner, ensuring proper logging, categorization, prioritization, and escalation when necessary. In addition, the role will engage appropriate IT resources or vendor support to fulfill service requests in a timely manner. Administer and support enterprise software solutions, cloud-based IT environments, and IT security best practices.
• Technical Responsibilities - Create, update, and maintain comprehensive technical documentation to ensure accuracy, consistency, and accessibility of troubleshooting guides, and configuration records. Develop and document new or updated technical processes by analyzing current workflows, identifying inefficiencies and implementing streamlined procedures as necessary. Establish new or best practices based on emerging technologies and industry experience by evaluating areas of opportunity to improve or enhance IT support and service deck efficiencies.
• Team Support Collaborate with internal IT teams and business stakeholders to support and lead successful implementation of IT services enhancements. Participate and lead Service Desk related projects. Service as a mentor and escalation point for other Service Desk Technicians by fostering their growth while helping handle complex technical issues that require advanced troubleshooting or analysis to find a resolution.

Job Qualifications:

• Associate's degree in management information systems or computer science preferred.
• Required certifications such as A+, Network+, Security+, and ITIL
• 5+ years of relevant experience within desktop support and troubleshooting.
• 5+ years of relevant experience within support for computing hardware and software including asset inventory and license tracking.
• 3+ years of experience in managing projects with responsibilities to do with Service Desk
• 5+ years of experience with IT Service Management ticketing systems.
• Fundamental knowledge of Information Security
• Able to prioritize, multi-task, and meet deadlines effectively.
• Strong communication and interpersonal skills to manage relationships internally and externally.
• Problem-solver who can thrive in a fast-paced environment.