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Helpdesk Specialist (Overnight Shift)
Ref No.: 20-04017
Location: Fremont, California
Job Title: Helpdesk Specialist
Location: Fremont, CA (Remote until further notice)
Contract: Start ASAP with possibility of extension or conversion
Shift: Thursday—Monday, 12 AM—9 AM PST (overnight shift)

Essential Functions:
  • Provides computer help desk support and technical training on hardware and software to end users including but not limited to printers, phones, and other network devices.
  • Troubleshoots Mac and Windows software and hardware for end users via phone, email, and chat remotely.
  • Troubleshoots iPhone and Android mobile OS and applications
  • Sets up mobile phone Exchange email, VPN, and internet access for users via secure company network.
  • Assist new hires on initial setup of IT Hardware, software, and technology related procedures to aid in a swift onboarding process.

Qualifications:
  • 1+ years end user support/desktop support experience in retail or enterprise environment
  • Excellent task management, verbal & written communication skills, combined with relentless follow-up.
  • Exceptional professionalism and customer-service skills motivated by complete customer satisfaction.
  • Experience with Mac and/or Windows
  • IOS and Android troubleshooting experience
  • Able to communicate effectively in setting resolution expectations
  • Flexible, able to multitask, and prioritize customer requests/incidents
  • Loves working in a team-oriented environment but able to work autonomously
  • Must be comfortable working in a fast-paced, demanding environment
  • Ability to travel up to 25% to remote offices for training

Preferred Qualifications:
  • Familiarity of Fault Domain Isolation (FDI) troubleshooting
  • Experience in remote end user troubleshooting
  • Basic understanding of Microsoft OutlookTM client (Windows & Mac) and the Microsoft Office Suite, plus for experience resolving complex problems and assisting users with advanced functionality.
  • Experience with troubleshooting networking issues and familiarity with networking infrastructure.
  • Applied experience with Microsoft ExchangeTM and Active Directory or other directory management utilities
  • Comprehensive understanding of Mac OS in resolving individual application failures
  • Comprehensive knowledge of Windows, in issues around troubleshooting system crashes and performance issues.
  • Comfortable with command line interface, scripting, and/or PowerShell