Information Technology Support Technician in San Mateo, California

Location

San Mateo, California

Job Type

Full-time

Company

The Mice Groups, Inc.

IT Support Technician / Direct Hire, FTE / Fully benefited (PTO, holidays, medical, dental, vision, matching 401K, etc.) / Onsite, San Mateo, CA.

Responsibilities: • Field incoming help requests from end users via both telephone and work orders in a courteous manner. • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. • Build rapport and elicit problem details from help desk customers. • Troubleshooting and performing routine maintenance of workstations and servers remotely. • Maintaining a positive attitude and fast paced, detail oriented, and multi-tasking work ethic. • Diagnostics of malfunctioning Apple and Windows hardware and software. • Responding to, detailing work done, and closing remote support tickets. • Maintenance and updating of our customer database used in creating service request orders. • Assisting customers in purchasing decisions when needed. • Maintaining a safe and clean work environment. • Maintaining a professional image and attitude.

Operational Management: • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution. • Apply diagnostic utilities to aid in troubleshooting. • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. • Identify and learn appropriate software and hardware used and supported by the organization. • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. • Test fixes to ensure problem has been adequately resolved. • Perform post-resolution follow-ups to help requests. • Develop help sheets and knowledge base articles for end users. • Perform related duties consistent with the scope and intent of the position. • Strong understanding of the Agile Methodology and workflow a plus.

Required Skills:

Hardware • Practical knowledge of internal components of workstations and servers to include motherboards, ram, hard drives, video, sound, I/O, optical drives, ports and cooling systems. • Practical knowledge of accessories including keyboards, pointing devices, scanners, printers, networking devices, routers, wireless devices, security devices and gaming devices. • Practical knowledge of stress limitations, heating and cooling limitations, overclocking limitations, and networking limitations. • Practical knowledge of assembly, disassembly, and maintenance of all hardware components.

Software • Practical knowledge of all currently available Windows operating systems to include installation, recovery, setup and updating of all current versions. • Understanding of ServiceNow, Jira, Confluence, and other ticketing/KB software. • Experience with JAMF and/or Mosyle preferred. • Experience with mobile devices, tablets, etc. • Understanding of ConnectWise Manage and Automate.