Remote Desktop/IT Support

Summary

An Associate IT professional is responsible for installing electronic equipment at end user desks, assisting with Video Conferencing setup and troubleshooting, maintaining inventory, providing one on one training, and communicating effectively with internal IT employees and end users. They must have strong organizational skills, exemplary customer service skills, and be proficient in assisting customers with various devices. Additional responsibilities include shadowing and familiarizing with white glove, prioritizing VIP members' needs, and alerting IT management of potential IT issues.

Requirements

• Strong organizational skills
• Exemplary customer service skills are mandatory, along with the ability to empathize with customers and their needs
• Must be able to move at a quick pace
• Must be able to prioritize several concurrent issues to address the most urgent first
• Proficient in assisting customers with their technical needs with the following devices: laptop, desktop, desk phones, headsets, mouse, keyboard, mobile devices (iOS, Android), printing, faxing, scanning

Responsibilities

• Identify, deliver, and install electronic equipment at end user desks
• Assist users with Video Conference meeting setup and troubleshooting
• Keep accurate inventory and maintain a neat and orderly stock room
• Help employees with hands on IT issues but direct IT support to an internal IT support desk
• Staff TechZone desk during office hours (09:00 AM PST to 5 PM PST)
• Use Service-Now to accept, work, and resolve incidents
• Communicate with internal IT employees and end users in an effective and professional manner
• Be prepared to offer one on one training using already created training materials
• Install electronic equipment including carrying equipment, installing equipment, and removing old equipment as well as trash
• Image laptops and desktops (Windows / Mac)
• Assist with Video Conferencing setup, and troubleshooting
• Desk setups, end user desk moves, and removal of electronic equipment

Benefits

• Alert IT management of IT issues that may be developing in US office or global IT system
• Prioritize the needs of VIP members
• Shadow and familiarize with white glove