Sr. Desktop Support Engineer

Less than 5 years experience  • 

Salary depends on experience
Posted on 05/22/18
Redwood City, CA
Less than 5 years experience
Salary depends on experience
Posted on 05/22/18

Essential Job Responsibilities:

  • Provide IT helpdesk and desktop support for all computers, software, emails, lab computers, applications, phone, voicemail and printers to all end-users in the office and remote users.
  • Standard business support coverage hours are from 8am to 5pm.  There will be occasions where support will be required outside of standard business hours, including early mornings, nights, or weekends.
  • Open helpdesk requests and document resolution in helpdesk system. Provide follow-up in a timely manner. Escalate calls or requests when necessary.
  • Monitor and follow up on end-users emails, voicemails or walk-in helpdesk requests.
  • Troubleshoot and resolve hardware, software, telephone, printers, desktops and laptops, lab computers, Macs, label printers and mobile devices problems.
  • Manage IT inventory, software, licensing, assets and IT storage room.
  • Administer, troubleshoot and resolve problems related to Active directory users, email accounts, AD group policy, DNS, DHCP, WINS, VPN, NTFS file security access.
  • Administer WSUS update servers and responsible for server patching and updates for Exchange, Windows, Applications, users computers and Vmhosts.
  • Manage and administer EMC Networker backup and restore process, monitor backup status, backup tape library, and offsite tapes. Perform annual testing for backup and restore.
  • Manage and administer Avaya phone and voicemail systems.
  • Provide 24X7 support and monitor for network services, productions servers and applications, emails, and networkinfrastructure.
  • Perform daily testing of critical systems to ensure operations and proactively identify potential problems.
  • Monitor, troubleshoot and support LAN/WAN, wireless infrastructure and VPN to ensure reliable, secure and efficient day-to-day network operations.
  • Run quarterly Sarbanes Oxley reports.
  • Image and setup computers and desktops for deployment and upgrades.
  • Upgrade Windows 7 computers to Windows 10 operating systems.
  • Good documentation, follow through and documenting the detail and procedure.
  • Develop technical documentations such as procedures, work instructions, “How to”, “FAQ” and training.
  • Comply with Company IT policies and procedures, change control and SOX ITGCs.
  • Participate in other duties and assignments as required in special projects, occasionally in non-business operation hours.

Qualifications

  • Bachelor’s degree in IT technologies or related fields with 3 years desktop supportexperience.
  • Excellent troubleshooting and problem solving skills to troubleshoot and resolve technical issues independently and efficiently.
  • Flexibility to work outside standard business hours.
  • Possess excellent interpersonal verbal and written communication skills.
  • Possess strong organizational skills.
  • Demonstrates patience when troubleshooting and solving technical issues over the phone and in person.
  • Energetic, self-proficient, motivated and professional individual who thrives in dynamic environment.
  • Aptitude to learn quickly when facing new situations or challenges.
  • Familiar with Windows XP/Windows 7/Windows 10, Microsoft Office 2003/2007/2010/2013, Adobe, Visio, Project, Internet Explorer, Edge, scientific applications, local and network printing, network connectivity issues, Windows servers administration, VPN, TCP/IP, DNS, WINS, DHCP troubleshooting and other Ethernet/Remote access issues.
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