Desktop Support - Level 1

Desktop Support – Level 1Full TimeSacramento, CA – hybrid scheduleThe duties of the IT Support Specialist, include but are not limited to:

• Providing customer-facing technical support for Laptops and Microsoft products at a hardware and software level, VDI environments and remote access.
• Investigating and resolving customer tickets for both defects and non-defect issues, with an emphasis on first call resolution.
• Following up with customer to provide status updates as per established service level agreements.
• Maintaining and deploying laptops and peripheral hardware to national customers. This includes diagnosing/repairing hardware issues, imaging machines, and working with the customer to remotely perform initial setup steps.
• Performing other IT related functions and duties as needed and assigned.

• HS Degree or equivalent
• Minimum of 2+ years providing customer-facing technical support to a national customer-base.
• A+ Certification is a plus Technical
• Wide range of computer software support including M365 Office suite (OneDrive, Outlook, PowerPoint, Word, Excel, Teams, OneNote), Zoom, Google Chrome, Adobe Acrobat
• Windows 10 OS support.
• Laptop hardware and peripheral support. Includes an understanding of hardware configurations and capabilities.
• Laptop imaging via SCCM.
• VDI and VPN end-user support
• Basic support of VoIP phone systems.
• Basic support of Wi-Fi /Internet troubleshooting
• Basic support of MFA and SSO.
• Experience with ticketing systems - ServiceNow