IT Technician

Information Technology Fremont, California


Description

  • Acts as an escalation point where difficult or controversial tasks are received. Response to requests for various hardware, software, peripheral, and networking technical assistance, escalate more complex problems to appropriate senior level team member
  • Monitor Service Desk for requests/incident assigned and process first-in first-out based on priority and respond quickly and effectively
  • Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting ITSD service level requirements
  • Perform, schedule, assign tasks in queue and monitor system alerts activity
  • Ensure users are assigned appropriate resources
  • Provides complex and unique technical troubleshooting assistance to the end user’s satisfaction
  • Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner
  • Must be able to demonstrate solid knowledge of major desktop software applications and networking concepts.
  • Must be able to isolate issues and define problems clearly and articulate solutions in a clear, concise, and consultative manner
  • Must have strong customer service orientation; be able to maintain a professional demeanor, and work under pressure to handle critical issues in timely manner
  • Take Ownership of ITSD fixed asset inventory and maintain in an appropriate level of accuracy
  • Participate in technology related projects in line with business requirements as directed by IT Management
  • Install and service cabling infrastructure and devices for Data, Phone, and Meeting; includes pre-wiring, installation, termination, testing, reporting, and labelling per specifications and drawings

 

Essential Functions:

  • Provides and maintain IT reports to IT management as request
  • Create and perform maintenance for all ITSD standard operation procedures
  • Flow and task management to ensure ITSD work efficiency

 

Knowledge, Skills and Abilities:

  • Demonstrated proficiency with Windows 8, 10, and MS office Suites
  • TCP/IP ,UDP ,FTP concepts
  • Knowledge for AD/EXCHANGE/SharePoint
  • Atlanssian Jira system but not a must

 

Qualifications/Experience:

  • Undergraduate degree or above
  • More than three years relevant work experience
  • Strong verbal and written communications skills required; must effectively communicate the scope of work and technical findings or recommendations to a non-technical audience
  • Ability to provide excellent customer service
  • Ability to apply diagnostic techniques for problem troubleshooting