Help Desk Support Technician III -CMPCJP00050969
San Ramon, CA 94583
The candidate will work in the config. Room on projects and computer swaps.
Technician's primary role will be as backup for the other techs working in the MyTech walkup lounge.
Technician will be expected to alter his daily activities with little to no notice to work in the lounge covering for techs on PTO, lunches, sick, etc.
Needs to have 3 to 5 years of deskside experience, but a candidate with 1+ years of lounge experience (i.E. Genius Bar) will be considered.
It would be nice if the candidate was A+ certified or had any other manufacturer certs (Dell, HP, Apple).
Need someone that is outgoing, friendly, motivated, thick-skinned (being in a lounge environment candidates need to be able to shrug off irate end user comments with the ability to address comments at a later date with managers).
Work schedule will be M-F, 8 hour shifts with a 1 hr lunch break.
Top 2 must haves are:
1. Customer service experience and
2. Broad knowledge range.
Provides support to end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, email and personnel requests for technical support.
Activities include recognition, research, isolation, resolution, and follow-up.
Performs general maintenance tasks and resolves less complex problems immediately, while more complex issues are identified to a higher level of support.
May involve use of problem management databases and help desk system.
Requires an associate's degree in a related area and 5+ years of experience in the field or in a related area.
Expert with a variety of the field's concepts, practices, and procedures.
Relies on experience and judgment to plan and accomplish goals.
Performs a variety of complicated tasks. Leads and directs the work of others.
A wide degree of creativity and latitude is expected.
Interview process will be a phone screen followed by an onsite interview with the client managers.