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Sr. Desktop Support Tech

Lodi, CA
ESSENTIAL JOB RESPONSIBILITIES:
-Provides support via telephone; remotely manages client machines located throughout various locations including  employee cubicles, clean room labs, manufacturing line
- Follow established procedures; create and update documentation; assume ownership of end-user issues and  strive to provide excellent service to all business partners
- Create and/or modify the initial record of the request; resolve all tier one end-user issues over the phone and escalate next level support as appropriate to more senior technical support associates within the IT department
- Visits employee at cube-side for hands-on support as needed
- Build and deploy new hire computers/upgrades and RMA/warranty repairs
- Unpacking pallets/boxes of desktop and laptop computers in large quantities and tag assets
- Imaging a variety of machines including Windows 10, Mac OS
- Creating and enabling/disabling accounts working within Active Directory on Windows servers
- Install applications via electronic delivery
- Application support, including general account creation, password resets, installation and general troubleshooting
- Routinely screen work orders and distribute to appropriate subject matter experts
- Assist with support of multifunction printers
- Assist with support of the VOIP based phone systems
- Communicate with end-users regarding support ticket status and follow up to assess customer satisfaction level
- Provide problem resolution to the end-user, work with users to determine problem and classify level, priority and nature of problem
- Perform appropriate issue diagnosis and guide users through step-by-step solutions; clearly and effectively communicate technical solutions in a user-friendly, professional manner
- Provide support globally – supporting employees located outside their region and accommodating to different time Zone
-Manage IT assets for site utilizing internal IT tools
Knowledge & Skills
 Possess working knowledge of the configuration, use and troubleshooting of Windows 7, Windows 10. OSX, Microsoft Office 365 products, SCCM
- Experience Antivirus and Security applications, Forescout, Crowdstrike
- Be able to provide user-friendly support and instruction to computer users
- Comprehensive understanding of current computer hardware and software technologies
- Excellent verbal and written communication skills
- Understanding of LAN / WAN Networks and Cisco VPN, AWS
- Familiarity with iPhones, iPads, & Telephony systems 8x8
- Maintain strict confidentiality and respect for the purpose of ensuring network security
- Troubleshooting Video Conferencing/Audio, Teams & Zoom
- Must be able to learn new technical skills and quickly adjust to fast changing priorities and deadlines
- Have experience installing and troubleshooting PC systems in a regulated network environment preferred
- Previous experience in a call center environment providing technical support via remote tools preferred
- Must be able to provide support outside of the regular business hours (weekends, holidays, etc.) as required.
- Knowledge of IT Service management based on ITIL
Physical requirements/abilities:
  • Must be able to lift at least 50 lbs
MINIMUM REQUIREMENTS:
 Education and Experience (in years): 
  • Associates degree or 3+ equivalent years experience on working in a desktop/hands on support environment
  • Comfortable with working with different IT support teams to troubleshoot issues on site.
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