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Associate II – L1/Desktop support

UST

This is a Full-time position in San Francisco, CA posted July 8, 2021.

Experience : 2 to 3 years

UST is looking for Information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. The ideal candidate must possess excellent written and verbal communication skills with the ability and knowhow to collaborate effectively with experts and work closely with other IT department to provide assistance on tasks that are outside the scope of their knowledge or expertise

Responsibilities:

•Staff the TechZone desk at the San Francisco office between 8:30 – 5:30. Hours may change to accommodate special company events.

•Use ServiceNow ticketing system for incident resolution
•Prioritize multiple concurrent tasks and address the most urgent first
•Provide basic troubleshooting of Windows 10
•Provide basic troubleshooting of Microsoft 365 applications, Zoom, Chrome, Box, and various other business applications.
•Install electronic equipment including desk setup, desk moves, moving equipment, installing equipment, and removing equipment
•Track, maintain, and organize electronic equipment stock
•Image laptops and desktops with Windows 10
•Communicate with customers in a timely, effective, and professional manner
•Escalate incidents to the Service Desk when necessary
•Follow documented IT processes and procedures Must be able to move at a quick pace 
• Must be able to prioritize several concurrent issues to address the most urgent first 
• Direct end users to an internal IT support desk for any duties not described above 

Requirements: 
• Three to four years’ experience in Administration or related field and/or training. 
• Advanced level skills with desktop, laptop and mobile device hardware, and video conferencing technologies 
• Excellent customer service skills 
• Ability to carry out specific oral and written instructions 
• Meticulous attention to detail and accuracy 
• Execute responsibilities with a sense of urgency and follow-through 
• Positive, proactive work ethic and approach 
• Proven ability to communicate effectively (oral and written) with customers, peers, management, contractors and vendors 
• Demonstrated abilities to prioritize and manage multiple assignments in a fast-paced environment to meet deadlines with efficiency and accuracy 
• Show tact, discretion, confidentiality and good judgment in handling sensitive and confidential matters and documentation 
• Polycom Video Conferencing Equipment 
• Lenovo Hardware Experience 
• HP Hardware Experience 
• Apple Mobile Device Experience 

Location 
• This position is based in San Francisco

#LI-DU

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