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Jr. Helpdesk Support
Ref No.: 16-04441
Location: Redwood City, California
Position Type:Contract
Job Title: Jr. Helpdesk Support
Location: Redwood City, CA

  • Troubleshoot multiple platforms: Macintosh, Windows, Mobile devices and PDAs.
  • Provide first level phone support for multiple enterprise applications including: e-mail, calendar/scheduling, word processing, spreadsheets, presentations, Internet browsers, as well as department-specific specialized applications.
  • Provide support for mobile users who work at home, travel, or work from a remote office, using remote management tools (i.e. WebEx, Bomgar, etc).
  • Identify and resolve hardware and software applications conflicts.
  • Open and close incident and problem requests, as well as manage the classification, assignment, tracking, and completion of tickets.
  • Help identify and implement innovative solutions for customers.
  • Escalate Severity 1, Severity Level 2 and problem tickets to the appropriate level group.
  • Must have a high aptitude for learning.
  • Excellent oral and written communication skills.
  • Knowledge of Windows, Macintosh, mobility platforms, UNIX, and the Microsoft Office suite of applications.
  • Knowledge of the Google suite of products including gMail, gCalendar, gDocuments, etc.
  • Outstanding customer service and interpersonal skills.
  • Familiar with basic network concepts (i.e. TCP/IP, Windows Networking, Ethernet). Analyzing data and drawing appropriate conclusion, and recommending changes.
  • Ability and willingness to work any shift in a 24x7x365, call center environment, and extended hours or modified schedule to support planned activities or emergency situations.
  • Experience demonstrated skills using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred
  • MCITP, ACDST, A+ and other ITIL Certifications preferred.