IT Helpdesk Technician.

The IT Help Desk technician will be mainly responsible for managing the help desk ticketing system. Other duties will include inventory control and management, shipping and packing, answering the emergency help-desk phone line, assisting with Tier 1 ticket resolution, and assisting the IT team in projects and daily operations as needed. Customer service skills are a must as this role will have direct interaction with our internal staff/customers The overall majority of the help desk technician’s job duties and responsibilities will be conducted at the Walnut Creek office location; however, travel will be required from time to time. 

Onsite role in Walnut Creek 

RESPONSIBILITIES:

• Help and assist IT staff as needed 
• Respond to technical requests by phone, email, or ticketing system as needed to maintain SLAs and Help Desk coverage 
• Track statistics on issue and problem resolutions 
• Work with systems and network teams to resolve customer issues 
• Answer help desk phone line and triage issues as needed 
• Ensure duties are delegated properly and tasks are complete on time 
• Asset management, shipping and tracking

QUALIFICATIONS: 

   EDUCATION:

   REQUIREMENTS: 

• Excellent Customer Service 
• 1 year in IT
• Citrix Xen Desktop experience (nice but not required)
• Familiarity with cloning/imaging software for desktops/laptops
• Hands on experience providing level 1 support
• Basic knowledge of Active directory or similar user management technology
• Ability to quickly diagnose technical problems in person or remote 
• ability to manage multiple projects
• Ability to lift 50 pounds
• Understanding of general networking administration and Windows-based PC troubleshooting
• Ability to manage/administer ticketing systems
• Mac experience nice, but not required
• Windows Operating Systems knowledge
• Understanding of basic hardware (Laptop/Desktop/hardware peripherals)