Support Technician

Job Title: Support Technician

Position Type: 12-Month Contract (Possibility of Full-Time Conversion)
Location: Folsom, CA 95630 (100% Onsite)

Job Overview:

We are looking for a Support Technician to join our client s Biometric Systems Hosted Services Support Center. This role involves providing technical support to customers and internal biometric personnel in a 24/7 support environment. The ideal candidate will have strong desktop and service desk support experience, excellent communication skills, and the ability to work rotating shifts.

Background Check Requirement:

• A client background check will be conducted after the candidate starts the assignment
• The background check may go back more than 7 years
• The candidate must pass the background check to continue in the role

Work Schedule & Shift Information:

• The support center operates 24/7/365
• Weekends and holidays are working days
• There are three rotating shifts:
• Day Shift
• Swing Shift
• Graveyard Shift
• Each employee will:
• Work one shift for 3 months
• Then rotate to another shift
• Weekly schedules will be:
• Tuesday Saturday OR
• Sunday Thursday

Shift Timings

• Day Shift: 6:00 AM 2:30 PM
• Swing Shift: 2:00 PM 10:30 PM
• Graveyard Shift: 10:00 PM 6:30 AM

Key Responsibilities:

• Provide phone support by receiving and managing customer and biometric personnel support calls
• Log, troubleshoot, and resolve issues or escalate calls as needed
• Provide case status updates to customers and biometric personnel
• Install, repair, and perform preventive maintenance on computers and related systems
• Assist in identifying and recommending software solutions based on user needs
• Troubleshoot software, hardware, and peripheral issues for desktops and laptops
• Identify basic network-related issues affecting end-user systems
• Develop or assist with documentation, SOPs, and customer service guidelines
• Provide Data Center support, including:
• Daily system monitoring and checks
• Logging issues
• Troubleshooting or assisting with data center-related problems
• Work closely with:
• Support Center team members
• Biometrics engineering teams
• Sales, marketing, and administrative teams

Required Skills & Experience:

• 1+ year of experience in IT Desktop Support and Service Desk Support
• Strong understanding of IT support center processes
• Knowledge of software release and deployment processes
• Excellent verbal and written communication skills
• Ability to work in a rotating shift, 24/7 environment
• Must be able to pass client background clearance

Preferred / Desired Skills:

• Windows and Linux operating systems
• Experience with:
• Kubernetes (pods, system alerts, logs)
• Azure and Multi-Factor Authentication (MFA)
• Strong investigation and troubleshooting skills, including:
• Log gathering
• Service checks and monitoring

Education:

• Relevant IT education, certification, or equivalent hands-on experience preferred.

Mandatory Skills Matrix (Required for Submission):

Must rate your skill level on a scale of 1 to 5 (1 = lowest, 5 = highest)