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Desktop Support

Company: IBM Corporation
Location: San Jose
Posted on: January 15, 2022

Job Description:


Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let's talk!

Your Role and Responsibilities

IBM is seeking an experienced, enthusiastic and articulate desk-side support professional, adept with all aspects of an enterprise-scale Windows environment onsite in Phoenix in the Biltmore Area. You will provide technical support to technology users including problem determination, resolution and escalation. Responsible for proactively managing high severity and priority incidents from identification to resolution. Working with other IT support groups to identify problems and restore services.

Key responsibilities include but may not be limited to:

* Working with customers via online help desk system, telephone and remote support tools to diagnose technical issues related to PC operating systems, applications, network, servers, and peripherals.
* Performing resolution and tracking of incidents with network, servers, PC operating systems, applications, and peripherals in accordance with IT Service Desk procedures.
* Performing security administration functions for user access, data access, and remote access.
* Issuing timely, accurate, and professional company-wide notification regarding incidents impacting the user community.
* Completing other duties or tasks as assigned.
* Documenting all incidents, outages, status, and resolutions in problem management tool in accordance with IT Service Desk procedures.
* Proactively utilize IT resources to remain current with technology used in the company IT environment.
* Experience with application deployment via SCCM and/or experience with PowerShell scripting is also a plus

Required Technical and Professional Expertise

* 3+ years of experience working with Windows/Mac OS, including strong WiFi and network connectivity
* Experience configuring and deploying new systems using SCCM/JAMF
* Solid working knowledge of both Active Directory & Microsoft Office 365
* Videoconferencing technology support experience, particularly Zoom
* Proven ability to work independently with minimal supervision
* Strategic thinker that wants to solve problems not band aid them
* Ability to learn new technologies quickly and with minimal guidance
* Ability to assist with technical support troubleshooting and resolution of Windows/Mac and desktop support applications either over the phone or onsite.
* Uses remote control tools to help troubleshoot and resolve issues
* Understand basic networking
* Analyze current equipment and give recommendations on replacing hardware as necessary
* Constantly monitor individual queue and prioritize accordingly to meet SLA
* Work with vendors to resolve issues in a timely manner
* Operate as the escalation point for the junior members of the team on difficult to solve incidents
* Strong communication and technical documentation skills
* Ability to lead small/medium complexity projects.

Preferred Technical and Professional Expertise

* None

Keywords: IBM Corporation, San Jose , Desktop Support, Other , San Jose, California

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