Desktop Support Specialist

• We are looking for a Senior Desktop Support Specialist (Contract) to join our team.
• This role focuses on delivering technical assistance and resolving issues related to computer systems, software, and hardware.
• Responsibilities include supporting tablets, computers, mobile devices, printers, and other end-user hardware and software, as well as audio/visual equipment.
• The Specialist will handle client device installation, repairs, and upgrades to ensure optimal performance.
• Support will be provided both in-person and remotely, ensuring timely and accurate resolutions while following all corporate policies and procedures.

Responsibilities:

• Provide On-Site Support 4 days a week in our South San Francisco, CA office, with 1 Day a week remote.
• Complete Level 1 & 2 Service Desk tickets and serve as the point of contact for escalated issues over Slack, email, or in-person
• Utilize the ticketing system to document resolutions and prioritize requests while adhering to deadlines and SLAs
• Consistently and successfully perform on-site and remote troubleshooting through diagnostic techniques and pertinent questions
• Determine and execute the best solution for the issue based on available information and details provided by users
• Create knowledge base articles and end-user documentation as needed
• Identify opportunities for Service Desk automation and assist with implementing solutions
• Properly configure and deploy hardware and software
• Complete projects and tasks
• Perform routine maintenance on computer and IT systems
• Provide support for Mac & Windows systems in both Office and Lab environments
• Assist with remote and in-person onboarding efforts
• Respond to user inquiries promptly and accurately
• Oversee system image management to align with company security guidelines or SOP (standard operating procedure).
• Responsible for the maintenance and creation of software packages & security patches
• Plans and implements system automation as required for better efficiency.
• Identity and Access Management (Account creation and deactivation)
• Participate in IT Projects and team efforts.
• 5+ years of experience as a Service Desk Specialist.

• Must have strong customer service skills, including the ability to listen, interpret, and explain IT-related issues and concepts in non-technical terms.
• Must have excellent verbal and written communication skills.
• Great understanding of computer systems, mobile devices, and other technology products.
• Ability to diagnose and resolve basic technical issues, as well as research new ones.
• Excellent working knowledge of Microsoft Office Suite, Mac & Windows Operating Systems, & PC hardware.
• Experience working in an Office 365 environment supporting tools like Okta, Zoom, OneDrive, SharePoint, iPhone and Android mobile devices and MDM solutions, and Anthropic Claude and other AI platforms.
• Excellent organizational, communication, time management, problem-solving, and customer-service skills.
• Ability to understand and execute technical manuals, documentation, and guides.
• Team-oriented and available for evening/weekend work when necessary.
• Computer-related qualifications and certifications will be viewed favorably.
• Must be able to lift up to 50 lbs.