End User Technical Support

Provide 1st and 2nd tier support over the phone, email, walk-ins, field and remote desktop technical support under coordination of the Client Support Manager (target 75% or greater resolution for first-contact)

Resolve Level II support issues in the field or via remote assistance Provide support and troubleshoot for NEC PBX and CISCO VOIP phones Provide support Pinnacle Call Management System: Moves, Adds, and Changes Act as the first point of contact during the escalation of urgent support requests from the ITS Help Desk, either responding to resolve the request or escalating to Classroom Technology staff technicians Work with manager to escalate trouble tickets to 3rd tier technicians and engineers, depending on the support needs of the end user. Open trouble tickets for end users reporting various problems Input and maintain detailed, accurate data in trouble tickets for purposes of tracking, escalating and reporting issues Monitor and follow-up on end-user emails, ServiceNow self-service tickets, and voicemail requests Advise end users, as appropriate, of status updates relative to individual trouble tickets, system outages and other network related conditions The technician will also take reservations for classroom equipment, log and assign classroom help requests and handle distribution of equipment Quickly identify and communicate to the appropriate parties that individual user issues may actually be indicative of a larger problem (server down, network outage, etc.). The technician handles deployment of replacement and retrieval of the university ITS assets. Transfer data, deploy, setup and demo new ITS assist to staff and faculty employees in a timely and very customer friendly manner. Identify and communicate internal support issues as part of the process to improve customer service Serve as a resource for student assistants and new technicians while providing constructive and positive feedback to applicable managers Coordinate training of student assistants for basic phone support service and computer troubleshooting Participate in various projects to expand the support knowledge base and skill set.

Candidate should understand both PC and Macs. Client will train, must have exceptional customer services sills.

Will be working onsite in Sacramento. Candidate must be comfortable working on his own since the main team is located in SF. Will be able connect with the team in SF for any support or help as needed., Strong customer service skills Must possess excellent interpersonal communication and organizational skills. 1-2 years experience in help desk Experience in network and server support concepts, including Windows and Macintosh server installation and troubleshooting, network login process and user account authentication, and TCP/IP and Active Directory administration tools Demonstrates patience when problem-solving complex technical issues, over the phone and in person, with diverse customers Energetic, self-directed, motivated and professional individual who thrives in a fast-paced, dynamic environment

Candidate should understand both PC and Macs. Client will train, must have exceptional customer services sills.

Remarks:

Candidate must have excellent customer service skills and should have at least one year of pc tech or helpdesk experience. Candidates from Best Buy, Starbucks or any other place where they’ve done some customer service would be great. They can train on alot of the tech skills.

Work onsite M-F

Every other Saturday (one day then taken from week)

Need to be flexible

Needed ASAP

Contract

Help Desk Technician

1. hr Pay Rate