Educational Media Foundation

  • Desktop Support II

    Job Locations US-CA-Rocklin
    Posted Date 2 months ago(4/24/2019 6:33 PM)
    Job ID
    2019-1364
    # of Openings
    1
    Category
    Information Technology
    Type
    Regular Full-Time
  • Overview

    Our Desktop Support Technician II provides support to end users on a variety of technical issues, responding to phone, e-mail and in-person requests for technical support.  This position is responsible for documenting, tracking, and monitoring the problem to ensure a timely resolution, in addition to identifying, researching, and resolving technical problems. The Desktop Support Technician II also maintains, upgrades and/or replaces computer hardware and software systems. Supported platforms include: Windows PCs, Apple Macs, Tablets and smart phones. 

    Responsibilities

    • Answer, evaluate and prioritize incoming calls, voice mails, emails and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer related issues.
    • Interview users to collect information about their problem and lead user through diagnostic procedures to determine source of error.
    • Handle problem recognition, research, isolation, resolution and follow-up for advanced user problems.
    • Formally contribute to the team knowledge base by recording problem resolution and creating/maintaining training and installation documentation.
    • Informally contribute to the team knowledge base through conversations and participation in team meetings and round table discussions.
    • Maintain, analyze, troubleshoot and repair computer systems, hardware and computer peripherals.
    • Follow up on completed help desk tickets to verify satisfactory resolution and customer service ratings.
    • Log and track calls using problem management database and maintain history records and related problem documentation.
    • Call software and hardware vendors to request service regarding defective products.
    • Responsible for moving computer, phone, and peripheral equipment when employees’ cubicles/offices are reassigned.

    Qualifications

    • AA Degree in Information Systems, Business or Communications, or equivalent.
    • Microsoft, CompTIA and Apple certifications desired (MCSE, Network+, ACSP).
    • Minimum of 4 years of professional hands-on experience doing Windows and MAC configuration, deployment and administration.
    • Experience troubleshooting and independently resolving moderately complex PC hardware and software problems.
    • Must have the ability to multi-task activities such as documenting/updating/ troubleshooting notes and conversing on the phone.
    • Solid understanding of Domains and interconnectivity technologies such as TCI/IP and DHCP.
    • Ability to write business correspondence and knowledgebase articles. Ability to effectively communicate information and respond to questions from groups of managers and users.
    • Advanced knowledge of all MS Office applications to include Outlook, Word, Excel, Access and PowerPoint.

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