Frank Rimerman and Co LLP Looking for IT Service Desk Technician – San Francisco office at San Francisco, CA Full Time

Responsibilities:

• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert IT management to emerging trends in incidents.
• Occasionally, serve as project lead in the deploying of end user application and hardware; conduct capacity planning as needed

• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.

• Build rapport with service desk clients.
• Escalate incidents with accurate documentation to suitable technician, infrastructure team or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including updating enterprise applications such CCH Axcess, SCCM, Office 365 etc.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups as required.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase and training as needed.

Qualifications:

• College diploma or university degree in the field of computer science and/or 1+ years equivalent work experience.
• Certification in Windows 10, Office a plus

• Knowledge of computer hardware, including desktop and laptop computers
• Experience with desktop operating systems, including Windows 10
• Working knowledge of a range of diagnostic utilities.
• Working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.
• Fluent English and other language skills.

• Ability to conduct research into a wide range of computing issues is required.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

• 40-hour onsite work week.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.