Service Desk Support Technician

    • Rancho Penasquitos, CA

Kforce has a client that is seeking a Service Desk Support Technician in Rancho Bernardo, CA. Responsibilities:

  • Provide technical software incident and request resolution to computer users on site, field, and other office locations via telephone, email, office communicator or remote connection; This will include support to multiple countries
  • Maintain appropriate service level agreements on requests and incidents per service desk standards
  • Remain logged into phone triage system during specified rotation on shift to maximize efficiency and customer support
  • Create documentation for new and existing processes and procedures in support of the client support technician team
  • Maintain a working knowledge of the company's computer systems, phone systems, mobile applications and Operating System applications
  • Clearly communicate via telephone, email and office communicator technical solutions to internal and external customers in a user-friendly and professional manner
  • Provide Client support duties including: installing and configuring software, troubleshooting software and advanced configuration
  • Provide support for service equipment such as projectors, loaner laptops, conference room equipment, printers/copiers and other corporate equipment under the control of the IT department
Working Conditions:
  • 90% of time is spent in the office environment, utilizing computers, servers, peripheral equipment, phones and general office equipment
  • 10% of time may be used for travel to remote sites for work

  • Associate's degree or equivalent from a two year college or technical school
  • A+ and Network + Certified preferred
  • Minimum of 2+ years of experience in a Service Desk support role
  • Understanding of medium to large sized enterprise corporate environment from an IT client support perspective
  • Microsoft Windows 7 - 10, Office 365, and Microsoft Office 2013 and higher experience
  • Intermediate computer application, laptop, desktop and mobile device (iOS and Android) troubleshooting skills via phone, communicator, email, or in person
  • Ability to triage and support customers in a multi- faced approach; Clear and effective verbal and written communications
  • Excellent interpersonal and customer service skills; Effectively prioritize incidents and service requests in an efficient and timely manner
  • Enjoy working on cross-functional teams; Ability to work effectively in a high-stress, fast-paced environment
  • Professional appearance and demeanor
  • Participate in improving IT Service Policies, Processes and workflows as required
  • Able to work beyond normal working hours with very short notice
  • Ability to work on-call or off- hours as appropriate
  • Familiarity with BMC Footprints Incident
  • Management system or similar ticketing system
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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