Desktop Support Technician II

RESPONSIBILITIES:
Kforce has a client in Mountain View, CA that is seeking a Desktop Support Technician II to help employees with all facets of the corporate computing environment. The Desktop Support Technician must combine an understanding of Macintosh & Windows with firsthand experience. Excellent communication and interpersonal skills combined with technical skills are essential to providing a -high touch- level of support to the employee community.

Responsibilities:
* Troubleshoot software, hardware and connectivity issues remotely
* Understand & articulate root cause on customer issues
* Assist customers in gaining access to various systems and servers
* Provide support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco/Polycom telephony
* Setup and maintain shared mailboxes/distribution lists in Exchange
* Distribute and patch software using UEM and HUB technologies
* Communicate call trends and challenges in daily team meetings
* Keep Knowledge Base and process documentation up-to-date
* Work closely with the team to resolve or properly close aging tickets
* Manage the individual and ticket queue for the team
* Ensure the highest level of customer satisfaction
* Maintain process ownership and expertise for a specific area as a Knowledge Domain Expert

REQUIREMENTS:
* Minimum of an Associate's degree in Computer Technology or equivalent from two-year college or technical school
* Certifications obtained or working towards: ACMT, CCT, ITILv4, Comp/TIA
* 3-5 years of Service Desk and Desktop Support experience for both PC and Mac required
* Experience working with multiple customers face to face in a 'Walk Up Bar' type of corporate environment is preferred
* Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively
* Passionate about providing excellent customer service and follow-thru to completion
* Familiarity supporting Mac OS Ventura/Sonoma & Windows 10/11
* Previous experience with Microsoft Office is preferred
* Good problem solving, diagnosis and troubleshooting skills
* Ability to work under pressure in a fast paced environment is a must
* Familiarity with wired and Wi-Fi Networking with Windows Active Directory
* Familiarity with Exchange, AD, Software Distribution Systems, and related technologies
* Familiarity with Video Conferencing support and communication technologies such as Zoom is a plus Working knowledge of collaboration tools such as Slack, Google Suite
* Familiarity with ticketing systems such as Service Now is a plus
* Strong mobile support (Android, iOS, etc) experience Ability to work independently and within a team
* Ability to take on small projects from start to finish
* Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
* Familiarity with encryption and security tools and triaging within this environment
* Deeper systems knowledge and extensive partnership on projects with Tier 3 engineering teams

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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