Do you have a strong technical background with outstanding troubleshooting skills? Do you like being the go-to person in mission-critical situations? Do you love helping people? Can you speak “bits and bytes” as well as everyday plain English? If so, then you should join our San Mateo based team as a Desktop Support Specialist.

Responsibilities

Provide internal technical assistance and support to US-based employees for all computer systems, software, and hardware, including Mac- and PC-based systems
Open and assign trouble tickets to others for issues that can’t be solved directly.
Triage critical outages, resolve if possible, and implement urgent response communication protocols as needed
Accurately record information about each handled service request
Provide feedback on processes and make recommendations to improve the same
Maintain technical documentation on installation of software, configuration of hardware, and problem troubleshooting
Setup new user workstations
Provide onsite and remote support for end users
Repair and replace equipment as needed
Maintain records in asset inventory system
Undertake project tasks as required
Adhere to all company policies, procedures and business ethics codes
Other duties as assigned

Skills/Qualifications:

Proven experience as a help desk technician or other customer support role
Ability to organize and manage multiple priorities
Experience with SaaS products/web-based applications
Ability to troubleshoot and solve technical issues
Highly organized – ability to multi-task, prioritize, and manage time effectively
Experience with process improvement and conflict resolution
Proficiency with MacOS, Windows
JAMF experience a plus
High School diploma, GED, or equivalent
A+ certification preferred but not required

Traits & Personal Characteristics

Exceptional interpersonal communication skills
Exceptional written and verbal communication skills
A customer-service mindset with demonstrated ability to remain poised and calm when faced with difficult situations
Ability to use empathy, inquiry, courtesy, and a proactive, outcome-focused approach to solving issues, both verbally and in written communication
Reliable, responsible and consistent
Patient, helpful and a creative problem solver
Ability to work effectively as part of a team and independently

GoAnimate Inc

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Desktop Support Specialist