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Desktop Support Technician III
Ref No.: 19-01955
Location: San Francisco, California
As part of a leading IT managed services specialist with more than 12,000 associates worldwide, we rely on the personal relationships we build with our consultants and the clients who depend on them. Join the eXcell™ team
 
We are seeking an experienced Desktop Support Technician III, who will play a crucial role in supporting our customers and proactively identifying their needs. You’ll work to create the ideal experience that any customer would seek to encounter. For many of our customers, technology problems can be frustrating but easily solved by educating them. Your patience is a virtue! You’ll be the face of our operation and the go-to for what makes our company run—our customers.

You will be responsible for interacting and servicing our clients with any technical problem they are experiencing. Be helpful, relatable, and pleasant while diagnosing and fixing their problems.
  • Solve a broad range of day-to-day onsite technical issues on network infrastructure and internal desktop systems — you make it happen.
  • Be helpful and understanding - provide the support you would want!
  • Customize the customer experience for every individual—all communication, instructions, and product knowledge to the level of the individual.
  • Determine the most cost effective repair to minimize customer downtime.
  • Be proactive! Prepare reports for analysis of product failure trends and service issues.
In short, you service our customers with whatever technical issues they may have in the most pleasant way possible!

Qualifications 

• Experienced
  • 2-5 years of related work experience, or AA degree, or technical training or equivalent combination of education and experience. A+ Certification – or able to obtain within first 6 weeks of employment.
  • Solid experience and understanding of IT services and products
  • Enthusiastic about technology and willing to learn and stay on the cutting edge.
  • Windows OS knowledge (Windows 7, Windows 8.x and Windows 10)
  • Windows client and Server experience
  • Networking experience
  • Microsoft Office 2007 to 2016 and Office 365
  • Imaging, AD, OS X, iPhones, Mac Pros, Laptops and Desktops
  • Able to support Outlook client
  • Able to troubleshoot VPNs
  • Support mobile users for network access, email support, and troubleshooting
  • Able to use SCCM to deploy images to clients' desktops and laptops
  • Active Directory knowledge - Create user accounts, Groups and manage GPOs
  • Desktop and Laptop hardware knowledge
  • Printer hardware knowledge
  • Inventory and Asset Management
  • Able to use remote tools such as RDP, Team Viewer, Windows Assist, LogMeIn Rescue
  • Able to use Remedy or ServiceNow or similar ticketing system
• Personable
  • Relatable and responsible when interacting with ALL customers
  • When the customer has a problem—are they going to dread your visit? If yes, you’re not picking up what we’re putting down.
  • Consultative approach to solving issues – Help us, help them!
• Reliable.
  • Able to transform technical IT solutions lingo into terms everyone understands.
  • Impeccable follow-through to customer satisfaction.
  • Will attempt to connect to anyone you meet, no matter how difficult.
• Go-Getter.
  • Insatiable desire for knowledge, independence, and success—strive for more than the status quo.
  • Not intimidated by problems you’ve never seen before—confidence is key!
  • Hungry to work hard and hungry to grow your career!
 
 
 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.