IT Client Service Technician

Sunnyvale, CA

Posted: 09/15/2020 Position Categories: Technology

Job Description

A medical device company in Sunnyvale, CA is seeking an IT technician to join their team and support their employees working on site and remotely. 



  • Provides support via telephone; remotely manages client machines located throughout various locations including employee cubicles, clean room labs, manufacturing line and remote sales team
  • Participate in special projects as required
  • Provides elevated support to Cepheid’s Executive Management staff and their admins
  • Support corporate meetings and other off-site events
  • Follow established procedures; create and update documentation; assume ownership of end-user issues and strive to provide excellent service to all business partners
  • Create and/or modify the initial record of the request; resolve all tier one end-user issues over the phone and escalate next level support as appropriate to more senior technical support associates within the IT department
  • Visits employee at cube-side for hands-on support as needed
  • Build and deploy new hire computers/upgrades and RMA/warranty repairs
  • Unpacking pallets/boxes of desktop and laptop computers in large quantities
  • Imaging a variety of machines including Windows 10, Mac OS
  • Creating and enabling/disabling accounts working within Active Directory on Windows servers
  • Install applications via electronic delivery
  • Application support, including general account creation, password resets, installation and general troubleshooting
  • Routinely screen work orders and distribute to appropriate subject matter experts
  • Communicate with end-users regarding support ticket status and follow up to assess customer satisfaction level
  • Provide problem resolution to the end-user, work with users to determine problem and classify level, priority and nature of problem
  • Perform appropriate issue diagnosis and guide users through step-by-step solutions; clearly and effectively communicate technical solutions in a user-friendly, professional manner
  • Provide support globally – supporting employees located outside their region and accommodating to different time zones

Job Requirements

3 -5 years related experience

Possess working knowledge of the configuration, use and troubleshooting of Windows 10. OSX, Microsoft Office 365 suite

Possess working knowledge of the configuration, use and troubleshooting of laptop/desktop hardware and internet applications including browsers, e-mail and VPNs

Experience with Active Directory, Outlook, Exchange, Antivirus and Security applications

Be able to provide user-friendly support and instruction to computer users

Comprehensive understanding of current computer hardware and software technologies

Excellent verbal and written communication skills

Understanding of LAN / WAN Networks

Familiarity with iPhones, iPads, Cisco IP phones, Aircards

Maintain strict confidentiality and respect for the purpose of ensuring network security

Must be able to learn new technical skills and quickly adjust to fast changing priorities and deadlines

Have experience installing and troubleshooting PC systems in a regulated network environment preferred

Previous experience in a call center environment providing technical support via remote tools preferred

Must be able to provide support outside of the regular business hours (weekends, holidays, etc.) as required.

Additional Information

For more than forty years, Richmar Associates has connected talented job seekers with Silicon Valley businesses from start-ups to Fortune 500. We specialize in the temporary and direct placement services business. Based in the Silicon Valley, Richmar offers staffing solutions that include temporary, temp-to-hire, payroll service, vendor management and direct placement services to clients in the High-Tech Industry.

Richmar is an Equal Opportunity Employer.

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