Senior IT Support Technician Consultant - San Francisco

We have partnered with our client in their search for Interim IT Support Technicians to support our Financial Services client's team!

Responsibilities

• Provides exceptional end user experience inclusive of excellent communications, responsive follow through, and advocacy for end user issues with IT.
• Serves as the first point of contact for end users seeking technical assistance in person, over the phone, email or through the ITSM platform (ServiceNow).
• Performs both in person and remote troubleshooting through diagnostic techniques and pertinent questions.
• Determines the best solution based on information provided by end users, knowledge and available resources (Knowledge Base, technical documentation).
• Provides Tier 1 and Tier 2 Support and transition hand-off to Tier 3 when appropriate.
• Performs field service activities including installs, repairs, and preventative maintenance of workplace technology (printers, A/V, telephony). This includes coordinating maintenance and repairs with vendors as needed.
• Management and execution of critical processes such as employee onboarding and offboarding. This includes provisioning and deprovisioning of software licenses, account and access as well as building machines and coordinating equipment delivery.
• Supports IT asset and inventory management for both hardware and software assets.
• Works closely with team to deliver Service Excellence and support to others when things get busy.
• Identify and suggest improvements to processes and help develop and maintain process documentation and Knowledge Management artifacts.

Skills Required

• Working knowledge of:
• Operating Systems - Microsoft Windows 10, MacOS and iOS
• Microsoft technology stack including Active Directory, M365, Azure and other products.
• Desktop/laptop imaging methodologies (Intune, SCCM, Altiris, etc.)
• Software packaging methodologies and automated software installation (Intune, SCCM, PDQ, etc.)
• Remote access tools
• Office printer technology
• A/V Conference technology (Zoom)
• Building Access Management technology
• Communications technology (Cisco telephony)
• ITSM Platforms (ServiceNOW)

• Fundamental awareness of
• Scripting languages (VBS, PowerShell, Python, WinBatch, etc.)
• Networking fundamentals (TCP/IP, DNS, DHCP)
• Enterprise SaaS platforms such as Salesforce, Workday, ServiceNow
• Exchange Distribution Lists
• Knowledge and work experience with ServiceNow and/or other ticketing management systems
• 1+ year experience in an IT Support or Desktop Support role
• Bachelor’s degree in Computer Science and/or 1-2 years equivalent work experience
• CompTIA A+, Network+, ITIL Foundations (Preferred)
• Ability to provide white glove service in a professional manner
• Must possess personal tact, discretion and good judgement. Excellent interpersonal, written and verbal communication skills.

  Title: IT Support Technician

  Location: Hybrid in San Francisco, CA

  Client Industry: Financial Services
  
  Pay Rate: $45-$55/hour