Desktop Support Engineer
GSPANN Technologies, South San Francisco, CA, United States
About GSPANN
Headquartered in Milpitas, California (U.S.A.), GSPANN provides consulting and IT services to global clients, ranging from mid-size to Fortune 500 companies. With our experience in retail, high-technology, and manufacturing, we help our clients to transform and deliver business value by optimizing their IT capabilities, practices, and operations. Counting on our ten offices, including four global delivery centers, and approximately 1400 employees globally, we offer the intimacy of a boutique consultancy with capabilities of a large IT services firm.
Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.
Role: ServiceDesk/Desktop Support Engineer
Location: South San Francisco, CA (Onsite)
Duration: 12+ Months
JD and Qualifications below:
Service Desk
Troubleshoot Mac and Windows hardware, operating systems and software, and mobile devices
Ensure that all issues and requests are documented accurately in the IT ticketing system
Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue
Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issues or fulfill requests
Monitor inbound support channels, (ticket queues, Slack support channels, etc) and provide timely IT customer support
Research technical solutions in department-specific applications
Follow up with end users, provide feedback, and see issues and requests through to resolution
Support multiple Twist locations and must be versed in providing remote support
Participate in a rotation to provide after-hours/weekend on-call coverage
Adhere to service-level agreements
Assist with Major Incidents as required, including sending employee communications
Participate in projects
Assist with the procurement and lifecycle management of physical assets and software licenses
Document procedures and develop end-user instructions
Responsible for the overall management and administration of all client assets including desktops, laptops, printers and mobile devices.
Some travel may be required
Site Support (For In-Office Staff)
Support of Conference Rooms and collaboration technology (video conferencing, audio conferencing, electronic whiteboards
Support for laboratory, Shipping and other on-premise hardware
Support for network hardware and local printers
Must be able to lift and carry 25 lbs
Software and Application Support
Google Suite
MS Office
Other workstation applications
Collaboration Tools
Identity and Access Management
Provision, modify and revoke account access and licenses as required
Seek and document approvals as necessary
Assist with gathering evidence for auditors in support of compliance efforts
Conduct internal checks to ensure compliance with standards and process
On/Off-Boarding
Process new hire requests, image and deploy laptops to new hires, and conduct the IT Onboarding presentation.
Process off-boarding requests including revoking access, asset recovery, and machine reimaging in a timely manner and in accordance with our compliance and service levels
Qualifications
5-9 years of hands on IT Helpdesk & Desktop experience required
Be able to communicate effectively in both verbal and written communications
Must be confident in your technical abilities and be able to communicate effectively with a non-technical end user community
High energy and ability to work independently in a very fast growth environment
Comfortable wearing Personal Protective Equipment when required to support systems located in labs
Extensive knowledge and hands-on experience with Microsoft and Apple operating systems, desktop/laptop deployment and imaging solutions, G-Suite and MS Office
Ability to effectively and efficiently troubleshoot hardware and software issues
Solid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)
Excellent customer service skills
Experience supporting mobile devices in a corporate setting
Previous experience with a mid-sized (2000) person international company
Self-sufficient, self-managed, self-motivated, must be effective working independently
Ability to work within a team of technicians and support analysts
Familiarity with IT Service Management and ITIL concepts and processes
Must have good people skills, working directly with end users both in person and on the phone and zoom
HDI Support Center Analyst or Desktop Support Technician certifications a plus
ITIL Foundations Certificate a plus
Working at GSPANN
GSPANN is a diverse, prosperous, and rewarding place to work. We provide competitive benefits, educational assistance, and career growth opportunities to our employees. Every employee is valued for their talent and contribution. Working with us will give you an opportunity to work globally with some of the best brands in the industry.
The company does and will take affirmative action to employ and advance in the employment of individuals with disabilities and protected veterans and to treat qualified individuals without discrimination based on their physical or mental disability status. xywuqvp GSPANN is an equal opportunity employer for minorities/females/veterans/disabled.
Headquartered in Milpitas, California (U.S.A.), GSPANN provides consulting and IT services to global clients, ranging from mid-size to Fortune 500 companies. With our experience in retail, high-technology, and manufacturing, we help our clients to transform and deliver business value by optimizing their IT capabilities, practices, and operations. Counting on our ten offices, including four global delivery centers, and approximately 1400 employees globally, we offer the intimacy of a boutique consultancy with capabilities of a large IT services firm.
Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.
Role: ServiceDesk/Desktop Support Engineer
Location: South San Francisco, CA (Onsite)
Duration: 12+ Months
JD and Qualifications below:
Service Desk
Troubleshoot Mac and Windows hardware, operating systems and software, and mobile devices
Ensure that all issues and requests are documented accurately in the IT ticketing system
Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue
Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issues or fulfill requests
Monitor inbound support channels, (ticket queues, Slack support channels, etc) and provide timely IT customer support
Research technical solutions in department-specific applications
Follow up with end users, provide feedback, and see issues and requests through to resolution
Support multiple Twist locations and must be versed in providing remote support
Participate in a rotation to provide after-hours/weekend on-call coverage
Adhere to service-level agreements
Assist with Major Incidents as required, including sending employee communications
Participate in projects
Assist with the procurement and lifecycle management of physical assets and software licenses
Document procedures and develop end-user instructions
Responsible for the overall management and administration of all client assets including desktops, laptops, printers and mobile devices.
Some travel may be required
Site Support (For In-Office Staff)
Support of Conference Rooms and collaboration technology (video conferencing, audio conferencing, electronic whiteboards
Support for laboratory, Shipping and other on-premise hardware
Support for network hardware and local printers
Must be able to lift and carry 25 lbs
Software and Application Support
Google Suite
MS Office
Other workstation applications
Collaboration Tools
Identity and Access Management
Provision, modify and revoke account access and licenses as required
Seek and document approvals as necessary
Assist with gathering evidence for auditors in support of compliance efforts
Conduct internal checks to ensure compliance with standards and process
On/Off-Boarding
Process new hire requests, image and deploy laptops to new hires, and conduct the IT Onboarding presentation.
Process off-boarding requests including revoking access, asset recovery, and machine reimaging in a timely manner and in accordance with our compliance and service levels
Qualifications
5-9 years of hands on IT Helpdesk & Desktop experience required
Be able to communicate effectively in both verbal and written communications
Must be confident in your technical abilities and be able to communicate effectively with a non-technical end user community
High energy and ability to work independently in a very fast growth environment
Comfortable wearing Personal Protective Equipment when required to support systems located in labs
Extensive knowledge and hands-on experience with Microsoft and Apple operating systems, desktop/laptop deployment and imaging solutions, G-Suite and MS Office
Ability to effectively and efficiently troubleshoot hardware and software issues
Solid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)
Excellent customer service skills
Experience supporting mobile devices in a corporate setting
Previous experience with a mid-sized (2000) person international company
Self-sufficient, self-managed, self-motivated, must be effective working independently
Ability to work within a team of technicians and support analysts
Familiarity with IT Service Management and ITIL concepts and processes
Must have good people skills, working directly with end users both in person and on the phone and zoom
HDI Support Center Analyst or Desktop Support Technician certifications a plus
ITIL Foundations Certificate a plus
Working at GSPANN
GSPANN is a diverse, prosperous, and rewarding place to work. We provide competitive benefits, educational assistance, and career growth opportunities to our employees. Every employee is valued for their talent and contribution. Working with us will give you an opportunity to work globally with some of the best brands in the industry.
The company does and will take affirmative action to employ and advance in the employment of individuals with disabilities and protected veterans and to treat qualified individuals without discrimination based on their physical or mental disability status. xywuqvp GSPANN is an equal opportunity employer for minorities/females/veterans/disabled.