IT Help Desk Technician

Sunnyvale, CA

Posted: 10/23/2019 Position Categories: Administrative

Job Description

Currently looking for an IT Client Services Technician to fill an opening with a biomedical manufacturing company located in Sunnyvale, CA.


· Provides support via telephone; remotely manages client machines located throughout various locations including employee cubicles, clean room labs, manufacturing line and remote sales team

· Provides elevated support to 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 7, 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

· Participate in special projects as required


Required Knowledge, Skills and Abilities:

· 3 – 4 years related experience

· Possess working knowledge of the configuration, use and troubleshooting of Windows 7, Windows 10. OSX, Microsoft Office products

· 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 and Cisco VPN

· 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.

Job Requirements

Preferred Qualifications:

· Associates degree, Microsoft Certified Professional (MCP) or equivalent certifications

· Bachelor’s Degree in Information Technology, Computer Science or equivalent


Physical Demands:

· Must be able to stand/walk for long periods of time

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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