Job Description :
Hi,
Hope you are doing well.
PFB JD for this position and let me know if you are comfortable with this position.
Job Title: Help Desk support
Location: San Francisco, CA
Duration: 6+ Months Contract
Phone and Skype
Primary ongoing roles
o Tier 1/2 help desk support for WBIE Production and Operations teams
? Train and guide users with any 1st tier application issues
? Install, modify, and repair computer hardware and software
? Install and setup computer peripherals for new and existing users
? Track, communicate, and follow up on issues with customers until they are resolved to their satisfactory
? Provide Audio Video support and setup of Zoom Video conference meetings and troubleshoot issues in both scheduled and live meetings
? Provide general Audio Video support for a variety of conference rooms as needed
? Serve as first point of contact for customers seeking technical support in person, over phone, or e-mail
? Provide accurate information on IT products
? Record, track, monitor and resolve incidents and requests in the service management system.
? Identify areas of improvements and suggest potential solutions.
? Escalate critical issues to next tier support
o Assist with user onboarding/offboarding
? Process requests for and deploy new hardware
? Ensure appropriate applications are assigned to new users and request/create accounts as needed
? First day user orientation and training
? Recall/audit hardware and disable accounts of offboarded users
o IT hardware inventory management
? Image, configure, and deploy new Windows and OSx hardware to new and existing Burbank employees
? Follow proper procedures for requesting and approving vendor quotes for Burbank user hardware purchases
? Maintain accurate and detailed hardware inventory for new and existing hardware
? Submit and complete hardware RMAs through the appropriate vendors
o Documentation
? Write Training manuals and how-to documentation for new and existing applications, services, and processes
? Document internal procedures in confluence
o Additional administrative duties
? Assign users and computers to proper organizational units and security groups in Active Directory
? Track, monitor, any issues with security patches via SCCM reports
? Test new software updates or applications before deploying to wider group
Additional Specific Projects
o Full inventory audit of WBIE IT hardware, including desk to desk and storage
o Erasing and securely recycling all old IT hardware using an approved recycling vendor
o Assist users with migration of Trello boards from existing personal accounts to enterprise instance
Thanks &