Position Overview
The Senior Technician, Desktop Support works on the San Francisco-based IT team. The individual in this position works during hours that will provide immediate technical support to San Francisco staff, and remote offices, as needed. The individual works standard U.S. hours to acclimate to the Service Desk operating procedures and methodologies. The position requires an in-office presence Monday-Friday with a work from home option when weekend or after-hours tasks are needed or when schedules permit. Flexibility is a must.
Responsibilities
- Maintain and improve the technical systems of the firm to ensure employees have the technology they need and important files and information remain secure and intact.
- Create new user accounts, configure hardware, and set up desks.
- Respond to hardware and software problems.
- Manage projects to update end-user hardware and software, including iPhones and operating systems.
- Ensure continuity of end-user facing technologies.
- Independently execute tasks related to employee and client facing meetings, including audio/visual equipment and presentation hardware.
- Provide high-touch, white-glove support to executives, assistants, and staff.
- Take ownership of issues and ensure prompt resolution of tickets.
- Work on imaging and deployment of computers and laptops.
- Work closely with management to develop and execute technical and operational project plans.
- Document Service Desk procedures for IT professionals and end-users.
- Drive adoption of new technologies in a quickly growing environment.
- Act as team lead when meeting with departments to discuss technology initiatives.
- Work closely with other support staff to identify areas of concern and opportunities for consolidation.
- Contribute to idea generation through group meetings and discussions.
- Provide remote/on-call support.
- Resolve incident tickets through timely and accurate diagnosis and implement appropriate solutions.
- Collaborate and communicate with team members.
- Assist with office moves and system upgrades.
Qualifications
- Excellent verbal and written communication skills.
- Strong understanding of MS365, including Teams and OneDrive/SharePoint.
- Strong knowledge of Windows 11.
- Knowledge of Zoom meetings, webinars, and rooms.
- Hardware experience with printers, laptops, workstations, and iPhones.
- Ability to work independently and know when to escalate.
- Attention to detail.
- Willingness to handle moves and installs.
- Excellent problem-solving skills.
- Ability to follow procedures, policies, and documentation.
- Ability to proactively seek solutions to problems.
- Ability to identify areas of improvement for IT services.
- Experience working under pressure.