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IT Support Master
Ref No.: 17-00688
Location: Belmont, California
Start Date / End Date: 03/06/2017 to 03/05/2018
Experience Level: (Advanced, 5 - 7 Years Experience). Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups. May require degree in a related area or 5 - 7 years of experience in the field or in a related area. Familiar with a variety of the fields concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Typically reports to a project leader or manager. A wide degree of creativity and latitude is expected.

Deskside Technician Job Description - Focus on Apple macOS
The Client Services Desk Side Technician role revolves around IMACs (Installs, Moves, Adds, Changes) and technical hardware support. It is a “hands-on” technical role that requires good people skills along with workstation support knowledge.
• Analyze and resolve hardware/software problems onsite or remote operational mode
• Design, installation, configuration and maintenance of a comprehensive IT infrastructure with a focus on Microsoft Windows
• Removal and installation of hardware components and peripherals
• Installation of additional software and manually and via deployment console
• User requests for technical advice and support
• Installation and customization of client equipment
• Provide concierge support to VIP/Executive personnel as needed
• Classification of technical queries and forwarded to relevant departments
• Documentation of customer inquiries
• PC Refresh Life Cycle Process and deployment
• Use client security tools (antivirus, encryption)
• Use remote support tools, and ticketing tools
• Customizing user profiles
• Hardware installation and hardware expansion
• Instruction and advice to the user
• Backup and restore of user data
• Commissioning and network switching operations
• Coordination with IT coordinators and users

• Excellent written and verbal communication skills
• Team work
• Customer focus
• Problem Solving
• Quality
• Initiative
• Takes ownership
• Ability to plan, organize, and prioritize
• Ability to work under pressure
• Ability to effectively work on multiple activities concurrently
• Understanding of Microsoft environment/network including Active Directory, servers, operating systems and Business software
• Enterprise Anti-Virus

• Citrix knowledge
• 3-5 years of professional work experience in related field
• Associates Degree in Information Systems-Required/BS Information Systems-Preferred
• ITIL Foundations V3-Preferred
• A+/Network+ or equivalent-Required/MCSA or equivalent-Preferred
• Experience with Deployment Console
• Experience with ticket tool and diagnostic Tools
• Experience in dealing with remote technical support ticket tool
• Basic knowledge of programming (scripting, VB)
• Basic knowledge of Oracle / SQL / Access
• Basic network knowledge and troubleshooting (TCP/IP, switching, routing, DNS, wireless, etc.)

Additional Requirements
(No Value)
Days to be Worked
Start Time (AM/PM)
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Is this a short-term assignment? (14 calendar days or less)
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There are specific requirements for Short vs Long Term assignments. Please refer to the policy guidelines in the Reference Library on the Home page.