Deskside Support starting at $25 up to $35 per hour! in Pleasanton, CA at Vaco

Date Posted: 9/14/2021

Job Snapshot

Job Description

ABOUT CLIENT:

Our client is the second largest beverage alcohol distributor of premium wine and spirits in the U.S. Their core values are Family, Service, Accountability, Honesty and Professionalism. Their vision is to be the national distributor of choice of beverage alcohol producers who value the three-tier system, to build branded products and profitability for all parties involved and to serve the needs of our associates, suppliers, customers and community.

WHAT WILL YOU DO?

Under the direct supervision of the regional IT Customer Service Desk Manager, the Corporate Technical System Administrator I will be responsible for hands-on hardware and software technical support. The TSA I is responsible for managing the desktop support environment including minor server/network administration as needed to support business continuity. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. Will serve as an escalation point, site lead and subject matter expert for other junior technicians.

This includes:

  • Define, document, and maintain standard operating procedures on troubleshooting supported desktop technologies, applications, and warehouse systems for continuous improvements.
  • Help to service and maintenance audio-visual equipment as needed.
  • Will be the Enterprise SPOC for PC/iPad procurement, distribution, recovery as well as disposal.
  • Ability to account for all active or inactive equipment in the CMDB; maintain asset and equipment end-of-life compliance procedures and participate in yearly CAPEX and IT budget requirements.
  • Will continuously monitor, effort, assign/re-assign, escalate, etc. Incidents/Requests with ServiceNow ITSM tool.
  • Fully document all service management incidents and requests in ServiceNow ITSM Suite; including issue description, troubleshooting methods performed, communications sent to associates, and actions taken to final resolution, including knowledge base learnings if appropriate.
  • Timely acknowledgment and triage of service management incidents to determine the proper impact and urgency to recovery and prevent system outages. Search Service Desk knowledge base articles, SOP's for possible incident resolutions.
  • Responsible for properly determining and assigning higher tiered service management incidents/requests to responsible assignment groups if the resolution cannot occur at TSA level.
  • Willingness and availability to serve in an on-call scheduled rotation that provides night and weekend support coverage to our associates as needed.
  • Provide effective world-class customer service to all our associates by being courteous, polite, engaging, and compassionate.
  • Responsible for troubleshooting and configuring software, printer, and connectivity related issues beyond step-by-step instructions.
  • Responsible for troubleshooting and configuring software, printer, and connectivity related issues beyond step-by-step instructions.
  • Provide 24X7 first line support for all Warehouse Automation technologies which includes physical repairs of mechanical equipment as needed.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

  • Bachelor's degree from an accredited college or university, or equivalent experience. A degree in Computer Science, Information Technology, Computer/Data Systems Management or a related field or discipline is preferred.
  • A minimum of 5 - 7 years of combined experience in information security, information technology and IT Service Management.
  • High level understanding and experience of network troubleshooting, network design topology and terminologies, TCP/IP knowledge, VLANS and routing.

Certificates, Licenses, Registrations:

  • Systems certifications or relevant IT certifications are a plus
  • It is generally desirable for a person in this position to possess technical certifications such as: A+, Security+, Network+, ITIL, Microsoft MCP/MCSE or other related industry certifications, and ability to maintain those certifications.