Help Desk Technician at NEOVERA LLC

San Francisco, California, United States -

Full Time

Start Date

Immediate

Expiry Date

31 Mar, 26

Salary

115000.0

Posted On

31 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Windows Servers, Office 365, Microsoft Office Suite, PC Hardware Support, MAC Support, Antivirus Software, Imaging, Salesforce, Slack, Zoom, Help Desk Ticketing Systems, Technical Problem-Solving, User Profile Management, Mobile Support, Documentation

Industry

IT Services and IT Consulting

Description

Job Details Job Location: San Francisco, CA 94105 Salary Range: $110,000.00 - $115,000.00 Salary Neovera is a leading cybersecurity firm dedicated to protecting businesses from digital threats. Our innovative solutions and expert team ensure our clients' data and systems are secure. Under the direction of the Manager, Systems Engineering, the Help Desk Technician provides second level phone and in-person support to users for e-mail, connectivity, networking, operating system, and application issues; responsible for generating support tickets, troubleshooting IT related problems and escalating trouble tickets as necessary to specialized staff for resolution. The Help Desk Technician will also participate in project-based work such as upgrades, installations, etc. and must be effective in interpersonal communication and problem solving. Key responsibilities include but are not limited to: Provide exceptional customer service to all users Respond to inquiries and requests for assistance from end users via telephone, email and ticketing system Analyze/troubleshoot all levels of desktop, application, and network issues (Tier 1 and 2) Document, track and monitor technical issues to ensure timely resolution Document changes in IT inventory and asset management systems Provide timely and thorough input for regular status reporting Provide computer hardware and software setup, repair, upgrading, and troubleshooting Perform add/modify/delete of user profiles and accounts Assist in help desk documentation PC Hardware, BIOS, Drivers etc. Phone/AV support Mobile support for wireless devices (intune) Perform other duties and special projects as required Qualifications Required Skills Excellent oral and communication skills (client-facing) 4+ years of relevant work experience administering a Windows Servers, 365 administration, and other mission critical enterprise level systems Experience with Microsoft Office Suite, Windows 10/11 OS, PC hardware support, MAC support, Antivirus Software, Imaging Experience supporting users in an Office 365 organization Experience supporting Salesforce Experience supporting Slack and Zoom General knowledge of Help Desk ticketing systems ( Jira, ServiceNow.) Experience developing process and procedures for end-user instructional use Candidate must be a quick learner with exceptional customer service skills A pro-active mind-set with a focus on constant improvement and follow through at all levels Strong technical problem-solving skills Ability to take ownership of issues, work independently or escalate as needed, and find creative ways to resolve problems Desired Skills Experience in working with or for an MSP/ Financial Environment Experience with supporting Apple Laptops a plus Experience with Carbon Black, NetSkope a plus Prior consulting experience a plus Curiosity and strong desire to constantly learn A self-starter with the ability to work in a fast-paced and ever-changing environment Strong ability to balance multiple priorities in a high-demand environment

Responsibilities

The Help Desk Technician provides second level support to users for various IT issues and participates in project-based work. Responsibilities include troubleshooting, generating support tickets, and ensuring timely resolution of technical problems.