PC Technician Support, Intermediate
San Francisco, CA

Job Description

The Intermediate Desktop Support technician's primary responsibility is to provide expert-level services and satisfactory resolution to end-user problems pertaining to their desktop/laptop workstations, including hardware, operating system, applications and associated peripherals. The services and support delivered should be considered an example of expert level of services expected from the End User Support team.

Key Job Responsibilities

Perform routine to highly complex processes and tasks pertaining to the support of Microsoft Windows and Apple Mac workstations, operating systems and applications that demonstrates a level of experience and professionalism expected from the End User Support team.

* Perform workstation provisioning tasks, including installation, configuration and deployment of Microsoft Windows and Apple Mac operating systems
* Install and configure Microsoft Windows and Apple Mac workstation applications using manual, stand-alone and automated methods and tools (e.g. SCCM). Applications include (but are not limited to) productivity applications such as Microsoft Office and infrastructure applications such as Symantec anti-virus
* Perform peripheral replacements (keyboard, mouse, monitor, USB-attached devices) and basic component installations /replacement (e.g. memory, hard drive)
* Provide "level 2" support in the use of desktop and laptop workstations, including hardware, operating system and application troubleshooting/repair. Facilitate escalations to Team Lead, "Level 3" Engineering team and/or appropriate vendors as necessary
* Utilize tools and applications required for administration of Microsoft Windows and Apple Mac workstations, including tools utilized for remote workstation access (e.g. RDP), Microsoft SCCM for application installations, Symantec anti-virus and Enterprise Vault clients, Active Directory for domain binding, group memberships and workstation policy configurations, Microsoft BitLocker for hard drive encryption, and Service Market Place for creating, updating and closing Incident and Request tickets
* Support testing, validation and assist with deployment of operating system and application upgrades, patches, etc.
* Demonstrate an in-depth understanding of the skills equivalent to the successful completion of CompTIA A certification, including Microsoft operating system fundamentals and file systems, as well as TCP/IP fundamentals, including configuration and administration of workstation and printer network connectivity (wired and wireless)
* Implement, maintain and troubleshoot workstation file and folder permissions. Provide input and recommendations for the effective administration and management of workstation file and folder permissions, including Local Administrator Rights
* Demonstrate a strong understanding of Microsoft Active Directory components that pertain to workstations (Organizational Units, policies, group memberships, permissions, etc.)
* Demonstrate a strong understanding of skills pertaining to CompTIA Security certification, including access control and data encryption principles and practices
* Demonstrate a good understanding and provide basic to advanced support for mobile devices, including mobile device operating system functionality (iOS, Android, Windows Phone) and fundamental mobile device applications
* Demonstrate a working knowledge of Apple Mac workstations, including the installation, configuration and use of fundamental applications, operating system configurations and peripherals
* Provide verbal and written communications in a concise and professional manner. Demonstrate an ability to follow instructions. Work well in both independent and group situations.
* Ensure all activities are properly documented within assigned request and incident tickets. This includes documenting communications with the customer, work performed, planned activities, etc.
* Contribute to the ongoing success of the End User Support team by meeting defined Service Level Agreements.
* Demonstrate an ability to interact directly with customers by providing a high degree of customer service at all times. Escalate issues that cannot be resolved in a timely fashion.
* Demonstrate the ability to work independently with minimal guidance. Provide support and instruction to other members of the End User Support team where appropriate.

Experience with the following is a plus:

* Technical hands-on experience with Microsoft BitLocker Administration and Monitoring (MBAM)
* Scripting and programming experience in languages such as PowerShell, VBScript, or .NET (C#) with a focus on automation.
* Preferred experience and/or working knowledge of virtualization platforms such as VMware vSphere, XenServer, Hyper-V or related technologies
* A Certification or equivalent
* Asset and Hardware/Software Lifecycle Management
* Experience with HP & Lenovo Hardware