Senior Desktop Support - Menlo
📋 Role Overview & Responsibilities
We are seeking a Senior Desktop Support in the Finance industry!
Responsibilities
Resolve and Diagnose: Tackle a variety of tech challenges through multiple channels like service platforms, emails, instant messaging, voice calls, and direct interactions.Field Operations: Offer both remote and on-location tech fixes using proven diagnostic strategies.Tech Rollouts: Be involved in the implementation and troubleshooting of new hardware and software, as well as routine upgrades and changes.Client Relationship Management: Elevate customer experience to VIP levels across all interactions, whether digital or face-to-face.Proactive Engagement: Anticipate client needs in tech and act before issues arise.Client Follow-Up: Ensure ongoing tech needs are met and solutions are effectively implemented.Knowledge Sharing: Contribute to and maintain an internal and client-accessible library of tech solutions.Issue Documentation: Record comprehensive details of technical cases via our service platform.Innovation and Testing: Spot challenges, develop and evaluate novel solutions, and implement process enhancements.Project Leadership: Spearhead tech-focused initiatives like system migrations, hardware rollouts, and the integration of new tech solutions.
Qualifications
Prior role in advanced desktop engineering with a focus on complex problem-solving.Stellar client service and strong skills in communication and engagement.Sharp listening and diagnostic abilities.Consistent and transparent communication with users to establish expectations.Aptitude in resolving issues related to meeting spaces, virtual conferencing platforms, and communication systems.Familiarity with Windows 10, Active Directory, DNS, DHCP.Proficiency in VDI, imaging workstations, and hardware troubleshooting.Capability in managing mobile tech challenges including MDM, MFA, VPN, and remote access.Comfortable with Microsoft Office; additional experience with O365/Azure is beneficial.Previous interaction with a service management platform (e.g., ServiceNow, Remedy, Jira).Quick and efficient problem resolution skills, both in-person and remote.An end-user-centric approach, combined with top-tier client support skills.
Location: Menlo Park, CA
Seniority Level: Mid-Senior
Employment Type: Full Time
Job Function: Information Technology
Salary: $75,000 to $90,000
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This position is located in Menlo Park, CA with potential relocation and sponsorship assistance depending on candidate qualifications.
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