IT Service Desk Analyst - San Francisco Bay Area
San Francisco, CA

Job Description

Overview

Appen develops high quality speech and language technology solutions namely used in car navigation systems, mobile phones, word processing packages, directory assistance, speaker verification tools and hand-held machine translation devices. Our staff comprises Linguists, IT professionals and Project Managers who collaborate to produce quality work in over 100 different languages for many of the world's leading companies.

MUST BE COMMUTABLE TO SUNNYVALE, CA

Role

Reporting to the Service Desk manager, responsibilities revolve around the effective delivery of remote and on-ground IT Support L1 & L2 to internal customer/users. Daily job routine will include resolving incidents and requests captured via service desk tool and minor administrative and organisational task to assist IT Service Desk manager.

Requirements

* Experience working with an IT internal services and global / remote team preferable
* Experience with end-user support and Active Directory to be considered for this role
* Experience with PCs and Macs
* Knowledge of Active Directory, O365 and G-suite in user management level
* General understanding of LAN & WAN networking principles
* General knowledge of technical infrastructure from desktop to firewall
* Understanding of end-point backup systems and software for desktops
* Familiar with ITIL framework and customer service principles would be highly regarded
* Excellent customer service rating

Duties & Responsibilities

* Provide remote service desk all offices and users across the globe
* Prove onsite support to office-based users and executives
* Combination of onboarding/offboarding users, computer deployment, desktop and application support within Microsoft AD and Mac/Linux platform
* Perform a wide variety of Level 1-2 support across many technologies
* Point of escalation to senior tier (System administration team)
* Occasional project team work to deploy solutions for the business
* Training and assist internal customer in the use of technology
* Writing technical documentation and IT internal process and procedures

Qualifications & education

* 2-3 year experience in IT support roles
* Tertiary degree in IT - desirable
* IT-related certifications - desirable

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.