HelpdeskDesktop Support Redwood City, CA Contract to Hire 30-33hr W2 Contract Rate (70-75kyr range for Full-Time) URGENT NEED Kelly IT is working directly with an exciting massive Science and Technology company, who has, mid-size to large, separate hubs, different divisions and sub-companies all over the GLOBE The Silicon Valley division has an exciting Medical Device Company located in Redwood City, CA, and possesses about 200 research, salescustomer support and engineer employees there They are in in need of a dedicated HelpdeskDesktop Support professional to take care of all the onsite support issues and critical project deliveries, so as the first point of contact and support for this entire IT organization site, the HelpdeskDesktop Support professional must be able to explain technical issues to non-technical users and take care of a variety of issues and projects. Your primary duties will include assessing incidents and requests and resolving issues when possible as well as assisting with more complex technical issues. Please note, you will be working from Redwood City, however, occasionally in very rare instances, you will be asked to work from San Jose and Fremont offices They are ready to hire someone ASAP on a 6-month contract to hire basis and will then will be prepared to offer a strong competitive salary and amazing benefits Helpdesk Specialist Responsibilities Following established procedures to independently manage incoming phone calls, ticketing system queues, and electronic requests for service for internal staff working locally and remotely in-home offices. Perform second tier desk side support for incident management globally route out-of-job scope requests to other IT groups when necessary. Resolve or escalate incidents and requests as required to ensure quality service within established service targets. Ensure that all interactions are documented via the electronic case management software with clear technical descriptions of incidents requests, work done to resolve and indicating all client interactions. Support remote users via phone and remote management software. Support and manage desktops, laptops, telephones, mobile devices and shared resources such as printers, shared workstations, conference rooms including video conferencing, and projectors. Build, configure, maintain and manage new or repurposed PC systems for new employees. Maintain existing PC systems, and repair as needed. Read and thoroughly understand Molecular Devices policies. Attain a clear understanding of the additional security and privacy requirements of working in a regulated environment. Coordinate with various IT groups in resolving incidents and fulfilling requests based on established guidelines. Manage user accounts in Active Directory and other systems as required according to established policies and procedures. Manage user security groups in Active Directory for Folder Permissions, quotas and storage management. Generate customer facing and departmental documents. Ability to perform moveaddchanges in network closet and for voice-over-IP systems. Recommend and develop procedures and standards to improve the quality and delivery of service to customers. Serve as a referral point for more complex technical issues. Assist in the definition requirements and research for new desktop computing solutions. Participate in on-call support rotation as required. Assist with or lead Information Systems projects as required. Work as part of a team. Follow written guidelines and adhere to Standard Operating Procedures is critical, as is the ability to clearly document actions taken. Excellent verbal and written communication skills are required. Strong communicator with ability to maintain open communication with internal employees, managers and customers. Troubleshoot complex technical issues. Integrate and apply feedback in a professional manner. Improve procedures and standards ensuring quality and delivery of service to customers. Problem Management Root Cause Analysis skills. Prioritize and drive to results with a high emphasis on quality. Minimal supervision required. Helpdesk Specialist Qualifications Associates Degree with a focus in IT, Computer Science or Related Discipline 4 yearsrsquo experience providing end user assistance in a networked Windows environment. 2 years help desk, service desk, or support center experience including supporting remote users or sites and home office configurations. 2 yearsrsquo desk side support in a WindowsIntel environment, experienced supporting Intel based desktop and laptop hardware. Ability to troubleshoot issues with peripherals, communication issues, etc. 2 yearsrsquo experience installing, configuring, troubleshooting and supporting Windows applications. Knowledge of Microsoft Office 365 is required, including Outlook and Visio. 2 years Window server file share management, Active Directory security and base first tier triage. 2 yearsrsquo experience of TCPIP networks and Ethernet technology as it applies to end user connections, Ability to troubleshoot network connectivity issues for both wired and wireless network connections, and experience supporting remote connections, VPN, firewalls, and routers including remote and home-based offices. 2 yearsrsquo Experience with networking and collaboration technology solutions such as projectors, presentation workstations, printers, copiers, scanners, and Fax machines. Preferred Experience with Microsoft BitLocker encryption. Experience supporting mobile devices. ITIL (Foundation), Microsoft (MCSA), Cisco (CCNA) or Dell certifications or training. Experience and understanding of special needs in a regulated healthcare environment including operating according to Standard Operating Procedures (SOPs).
Associated topics: deskside, front desk, help, patient, service, support analyst, support specialist, systems administrator, technician, technician iii