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Company Contact Info
- San Francisco, CA
- Phone: 510-984-2290
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Desktop Support Technician
Finezi • San Francisco, CA
Posted 4 days ago
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Title : Computer Client Field Analyst
Location: San Francisco, CA
Duration: 12 Month Contract
BS in Computer Science, Computer Information Systems, or Business with Management Information Systems or Computer Information Systems or equivalent work experience
Minimum 3 years’ experience in service/help center or field support
Strong understanding of the business processes surrounding an ITIL Service Management delivery model
Excellent customer interface skills Testing and troubleshooting skills
Provide desk side support (hardware/software support & training); local & networked printer and MFP devices and other PC peripheral devices (e.g. Blackberries, Air cards etc).
This includes limited support for any software titles on the company's standard image.
Perform data recovery on failed hard drives as directed Work with other service providers to coordinate resolution of Incidents and Service Requests, including acting as the local point of contact for any vendor representatives coming on site to perform IT-related tasks
Requires the balance of technical expertise, task management and teamwork, while serving our customers
Diagnoses and troubleshoots problems with PCs/laptops, software, communications devices, servers and network connections as required Ensures processes and procedures for installation and troubleshooting, are appropriately documented (e.g., SMC knowledge base), by submitting feedback to individuals responsible for updates
Ensures accurate and timely documentation of work (e.g., service tags, time reports, etc.), by daily updating of Service Requests in SMC database
Provides after-hours, on-call support for urgent issues on applications used by clients, call centers Distribution, Substation Operators, and/or Operation Emergency Center Takes appropriate action (e.g., phone calls, pages, emails, etc.) to contact responsible support personnel to handle system wide events (e.g., system outages, software rollouts, down servers, application failures, etc.)
Demonstrates full understanding of desk side support, troubleshooting and resolution concepts Completes assignments of moderate scope and complexity Selects methods, approaches and tactics to resolve problems and obtain solutions May participate on project teams
Assignments are generally low to moderate risk Receives little instruction on day-to-day work and general guidance on new assignments
Please send the updated resume in word format with contact details ASAP to [Click Here to Email Your Resumé].