Overview
On Site
USD 28.00 per hour
Full Time
Skills
Service Desk
Computer Networking
Remote Support
Remote Desktop
Issue Tracking
Knowledge Base
Standard Operating Procedure
Service Delivery
Provisioning
Regulatory Compliance
Data Security
Analytical Skill
Problem Solving
Conflict Resolution
Collaboration
Teamwork
Writing
Communication
Multitasking
Microsoft
Technical Support
Hardware Support
Wireless Communication
TCP/IP
Subnetwork
DHCP
Routing
Switches
Virtual Private Network
Active Directory
Group Policy
Printer Support
USB
Network
Computer Hardware
Management
Microsoft Windows
JIRA
Microsoft Operating Systems
Microsoft Windows Server
Microsoft Office
Remote Management
Dell
OS X
Laptop
CompTIA
Network+
Job Details
Title: Service Desk Technician
Location: Santa Clara CA
Duration: 6 months with possible contract to hire
Schedule: Hybrid (3 days per week onsite)
Pay rate: $28/hr on w2
Service Desk Technician is responsible for providing end user support for all EFE end user staff. This includes interfacing with end users at all levels as well as other IT team members. The Service Desk Technician is the initial point of contact and is responsible for gathering and analyzing information regarding the end user's request or issue, troubleshooting, resolving or escalating as needed and handling the ticket through resolution.
Primary Responsibilities:
Location: Santa Clara CA
Duration: 6 months with possible contract to hire
Schedule: Hybrid (3 days per week onsite)
Pay rate: $28/hr on w2
Service Desk Technician is responsible for providing end user support for all EFE end user staff. This includes interfacing with end users at all levels as well as other IT team members. The Service Desk Technician is the initial point of contact and is responsible for gathering and analyzing information regarding the end user's request or issue, troubleshooting, resolving or escalating as needed and handling the ticket through resolution.
Primary Responsibilities:
- Respond to incidents and service requests via Beyond Trust for calls and Jira ticketing systems.
- Troubleshoot hardware, software, and basic network issues for end-users.
- Provide remote support using company tools for remote desktop access.
- Log, categorize, and prioritize tickets accurately in the Jira ticketing system.
- Follow up on open tickets, ensuring timely resolution and user communication.
- Escalate complex issues to higher-level support or specialized teams.
- Use and contribute to the knowledge base, documenting solutions, and procedures.
- Follow standard operating procedures (SOPs) for consistent service delivery.
- Assist with password resets, account provisioning, and access requests.
- Ensure compliance with security policies and data protection standards.
- Assist with pipeline, upcoming, and ongoing projects as requested
- 4+ years of technical support experience
- Very strong analytical problem solving and troubleshooting abilities
- Excellent interpersonal and teamwork skills; able to work both independently and within a team-oriented environment.
- Ability to concisely document processes, procedures, issues, resolutions; strong writing skills required.
- Excellent interpersonal and communication skills; able to adapt instructions and guidance to the skill level of the end user.
- Self-motivated, forward thinking. Able to multitask in a fast-paced environment; handle multiple issues/requests simultaneously; able to quickly re-adjust priorities on demand.
- Windows 11 end user support
- Microsoft O365 end user support
- Hardware support, troubleshooting and imaging (Dell and Mac laptops).
- Basic knowledge of network connectivity and troubleshooting (wired and wireless), TCP/IP subnetting, DHCP, routing & switching, VPN.
- Familiarity with Microsoft Active Directory (user & computer accounts, OU's, Group Policy) and EntraID.
- Printer support (both USB and network) - hardware, drivers, installation, print queue management, troubleshooting.
- Experience with Windows 11 OS
- Experience with JIRA
- Experience with Windows Server
- Experience with Microsoft Office O365
- Experience with monitoring and remote management tools
- Experience with Dell laptops
- Experience with Apple OS
- Experience with Mac laptops
- CompTIA A+ (220-1101)
- CompTIA A+ (220-1102)
- CompTIA Net+
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.