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Position: Global Service Desk Associate Location: Redwood City, CA Duration: 6 Months to begin with Job Summary: - Global Service Desk Associate is responsible for providing level 2 support by responding to, evaluating, and prioritizing incoming IT support requests entered the IT service desk by internal end-users in a flexible, fast-paced, and growing, but very customer-focused environment. - These requests are based on all metros where client has internal employees and on hardware and/or software issues affecting end-user technology devices including desktops/laptops running Windows 11, Apple MacBooks, iPhones, Android phones, Zoom-Enabled Rooms/Workspace, and Zoom phones. Follows-up on any open incidents, escalates to Sr. IT team members (when appropriate), to ensure all SLAs are met and incidents are resolved in a short time frame. - Ability to be dynamic and reactive as well as create and drive processes to increase IT efficiency, drive proactiveness, and educate end-users on how best to utilize the technology provided. Responsibilities: - Troubleshoot to resolution Windows 11, macOS, Microsoft 365, and other internal application software issues as assigned. - Image, configure, upgrade, and repair desktops and laptops from leading vendors such as Lenovo, Dell and Microsoft. - Perform daily walkthrough and issue resolution with Zoom-Enabled Rooms. - Host or moderate Zoom virtual meetings and Webinars. - Remote user support with focus on North American locations (Seattle, Silicon Valley, LA, Denver, Dallas, Miami, Atlanta, Chicago, New York, Boston, Tampa, Toronto Metro, Calgary, Winnipeg, Saint-Laurent, Gatineau, etc.) - Complete desktop and telecom-related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits, etc.). - Help troubleshoot and work with telecom engineers to resolve end-user telecom issues. - Provide outstanding customer service. - Build and maintain IT knowledge base by creating knowledge management articles. - Ability to lift 50 lbs. Qualifications: - Extensive knowledge of Windows 11, macOS, and Microsoft 365. - Support knowledge and experience with hardware from Lenovo, Dell, Microsoft, and Apple - Administration experience with Zoom Admin portal - Host and moderator experience with Zoom virtual meeting - Understanding of system administration, basic networking, and VoIP concepts - 4 - 6 years' experience working in a fast-paced and dynamic but VERY customer-focused IT Helpdesk environment - Bachelor’s degree in computer science or MIS or equivalent work experience Desired technical experience and knowledge: - Microsoft Intune or SCCM - JAMF MDM - Active Directory administration - Microsoft 365 Certified: Modern Desktop Administrator Associate - Detail-oriented, deadline, and results-driven - Excellent written and verbal communication skills - Strong customer #TB_EN