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Helpdesk/ Desktop Support

Company: CGS Business Solutions
Location: Richmond
Posted on: November 21, 2020

Job Description:

Our client, a National Mortgage company, based in Pleasant Hill, CA needs a white glove Helpdesk Desktop Support specialist on a full- time permanent basis. You will serve as the single point-of-contact for 2 remote locations in the greater Bay area and responsible for troubleshooting desktop PC hardware, desktop software, and Windows office suite, desk and cell phone, and printer problems. In addition, you will be responsible for building, deploying and maintaining standard Windows desktop images supporting connectivity and light networking issues for cabling and computers supporting Microsoft Windows operating systems. Where You're Located Onsite in Pleasant Hill, CA (only REMOTE during covid) Responsibilities include Respond and diagnose problems through discussion with users and supervisor, and evaluation of trouble tickets, both in person and over the phone. Initiate follow-up communication with customers to ensure that the Service Desk team meets the desired level of customer service. Provide weekly SLA reports to Technical Operations Management to ensure that the Service Desk team is meeting accepted SLAs. Install, maintain, test and upgrade software, hardware and custom application software Review, test and coordinate software updates and changes to verify correct operation and instruct user in ways to maximize the benefits of software updates and changes. Build, deploy and maintain standard Windows desktop images and application installation packages. Distribute and inform users about new procedures and policies established to improve system efficiency. Support user groups in planning for equipment locations and reallocations and recommend reallocations to users when inefficiencies are identified. Support users in setting up new hardware systems including workstations, printers and other input or output devices. Run diagnostics at the microcomputer level and isolate hardware malfunctions at least to workstation level. Provide on-site assistance for migration of data and orientation to the operation of Microsoft operating systems and office suites. Qualifications 3 years of support experience in an ITIL based environment Excellent knowledge of MS Windows operating systems (Windows XP, Windows 7, Windows 8, Windows 10) and business applications suites Strong knowledge of Active Directory, Exchange 20032010, Windows Server 200020032008 Good understanding of Incident Management and IT ticket systems, such as ServiceNow, LANDesk or Remedy A certification preferred ITIL v3 Foundation knowledge desired General knowledge of networking, Cisco phone system Experience with Cisco Call Manager, Cisco Unity Voicemail and Cisco Unified Contact Center Express a plus Experience providing customer support for clientserver application software in a multi-site enterprise Excellent organizational and troubleshooting skills Bachelor Degree in Computer Science or equivalent years of experience About CGS Business Solutions CGS specializes in IT business solutions, staffing and consulting services. With a strong focus in IT Applications, Network Infrastructure, Information Security, and Engineering. CGS is an INC 5000 company and is honored to be selected as one of the Best IT Recruitment Firms in California. After five consecutive Fastest Growing Company titles, CGS continues to break into new markets across the USA. Companies are counting on CGS to attract and help retain these resource pools in order to gain a competitive advantage the rapidly changing business environments.

Keywords: CGS Business Solutions, Richmond , Helpdesk/ Desktop Support, Other , Richmond, California

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