Information Technology Support Specialist

---

Job description

IT Support Technician

The Mice Groups is looking for an IT Support Technician responsible for Field incoming help requests from end users via both telephone and work orders in a courteous manner; Documenting all pertinent end user identification information, including name, department, contact information, and nature of problem or issue; Building rapport and elicit problem details from help desk customers; Maintaining excellent customer service over the phone; Troubleshooting and performing routine maintenance of workstations and servers remotely; Maintaining a positive attitude and fast paced, detail oriented, and multi-tasking work ethic; running Diagnostics of malfunctioning Apple and Windows hardware and software; Responding to, detailing work done, and closing remote support tickets; Maintenance and updating of our customer database used in creating service request orders; Assisting customers in purchasing decisions when needed; Maintaining a safe and clean work environment; and Maintaining a professional image and attitude.

Hardware

• Practical knowledge of internal components of workstations and servers to include motherboards, ram, hard drives, video, sound, I/O, optical drives, ports and cooling systems.
• Practical knowledge of accessories including keyboards, pointing devices, scanners, printers, networking devices, routers, wireless devices, security devices and gaming devices.
• Practical knowledge of stress limitations, heating and cooling limitations, overclocking limitations and networking limitations.
• Practical knowledge of assembly, disassembly and maintenance of all hardware components.

Software

• Practical knowledge of all currently available Windows operating systems to include installation, recovery, setup and updating of all current versions.
• Understanding of Jira/Confluence ticketing/KB software.
• Understanding od ConnectWise Manage and Automate.
• Practical knowledge of major anti-viral, security and firewall technologies including installation, setup, recovery and updating.
• Practical knowledge of most major software suites for office use including Microsoft Office, WordPerfect Suite and MS Works to include installation, setup, recovery and updating.
• Practical knowledge of all internet browsing, e-mail and communications software to include Internet Explorer, Netscape, Outlook(Express), Eudora, Firefox, Mozilla etc.
• Reasonable knowledge of server applications such as Active Directory, Exchange, MS Server 2008/2012/2016
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Good understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.

Location: San Mateo, CA

<!– job description page –>