CompuCom Desktop Support Delivery Lead in San Francisco, California
Desktop Support Delivery Lead
San Francisco, California
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We are looking for an in-office Support Tech to be the bedrock of technical service desk and ensure that the client receives world-class technical support. This involves prioritization, resolution, and completion of end user help requests. We are looking for enthusiastic, empathetic, self-directed candidates for the delivery of fast, friendly, and knowledgeable client service.
You're a senior IT professional who is polished, articulate, and presentable with exceptional customer support skills and a proven record in supporting users with diverse levels of experience. You fluently speak MacOS, Windows, iOS, Android, and Linux, and can keep a wireless network up and running and upgrade and scale it over time.
Duties & Responsibilities: Provides support on a variety of technical issues. Examples include: desktop, laptop and mobile hardware and software, network troubleshooting in collaboration with the network infrastructure group, and management of office wireless networks, printers, and presentation devices.
Duties shall include, but not be limited to:
Diagnosing and troubleshooting desktop system, printer and operating problems
Consulting and instructing users on hardware and software questions / issues
Collaborate with IT Service Center and Network Infrastructure teams
Install, maintain, and upgrade equipment and associated infrastructure
Run diagnostic tests to isolate system problems and make recommendations for potential solutions
Operating Systems Windows, OS-X
Office 365 (Windows and Mac) software
Mac imaging solutions and ability to create Mac images
Experience with enterprise wide rollouts of new operating systems and software
Hands-on experience removing viruses and spyware using various tools
Identifies, researches, and resolves technical problems
Responds to telephone calls, email, and dispatched requests for technical support in a timely manner
Documents, tracks, and monitors the problem to ensure a timely resolution
Installs, configures, and maintains Mac, PC, peripherals (local and network printers, scanners), and other end user equipment such as Blackberries, phones, cell phones, PDAs, iPhones and iPads
Works closely with Office Manager to onboard new team members quickly and efficiently
Excellent written and verbal communication and customer service skills with proven ability to work in fast paced environments
Commercial experience in an IT Support Technician role that includes 3+ years of technical support experience in a hybrid Windows and MAC environment
3+ years' experience in helpdesk operations, to include Windows and Mac clients
Hands-on experience and in-depth knowledge of Macintosh technologies
Knowledge of SharePoint and Office 365 environment
Experience with mobile applications / products including: iPhone, iPad, and Android platforms expertise in iPad / iPhone
Self-motivation and ability to collaborate actively with others in a cross-functional team
Proven attention to detail and high standards for quality
Excellent organizational / administrative / technical skills with agility to re-prioritize as necessary
Highly skilled in documenting written troubleshooting steps and instructions
Business professional attire
Current industry certification a plus
Apple Certified Macintosh Technician (ACMT) a plus
Mac administration in a Mac enterprise environment
Demonstrated knowledge and ability to remotely manage client systems
Windows system administration
We will consider for employment all qualified applicants, including those with criminal histories, arrest, and conviction records in a manner consistent with the requirements of applicable state and local laws. This includes the City of Los Angeles Fair Chance Initiative for Hiring Ordinance as well as the San Francisco Fair Chance Ordinance.
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. * e at http://www.excell.com/ X at http://www.excell.com/ cell at http://www.excell.com/ ™ Supports Equal Employment Opportunity* e at http://www.excell.com/ X at http://www.excell.com/ cell at http://www.excell.com/ ™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com at http://www.excell.com/ .