sales-marketing helpdesk technician

Helpdesk Technician

Helpdesk Tech

Sunnyvale, Ca

12 months contract (minimum)

Rate: $25/hr


Kelly IT Resources is working directly with our prestigious biotech/medical device located in Sunnyvale, CA. They specialize in critical, in-high demand, molecular diagnostics. We are working with their Helpdesk and IT Support hiring team, aiding them in their search for 2 Help Desk Technicians to join their team ASAP for a minimum 12-month assignment.

Help Desk Tech Responsibilities:

· Provides support via telephone; remotely manages client machines located throughout various locations including employee cubicles, clean room labs, manufacturing line and remote sales team

· Participate in special projects as required

· Provides elevated support to the company’s Executive Management staff and their admins

· Support corporate meetings and other off-site events

· Follow established procedures; create and update documentation; assume ownership of end-user issues and strive to provide excellent service to all business partners

· Create and/or modify the initial record of the request; resolve all tier one end-user issues over the phone and escalate next level support as appropriate to more senior technical support associates within the IT department

· Visits employee at cube-side for hands-on support as needed

· Build and deploy new hire computers/upgrades and RMA/warranty repairs

· Unpacking pallets/boxes of desktop and laptop computers in large quantities

· Imaging a variety of machines including Windows 10, Mac OS

· Creating and enabling/disabling accounts working within Active Directory on Windows servers

· Install applications via electronic delivery

· Application support, including general account creation, password resets, installation and general troubleshooting

· Routinely screen work orders and distribute to appropriate subject matter experts

· Communicate with end-users regarding support ticket status and follow up to assess customer satisfaction level

· Provide problem resolution to the end-user, work with users to determine problem and classify level, priority and nature of problem

· Perform appropriate issue diagnosis and guide users through step-by-step solutions; clearly and effectively communicate technical solutions in a user-friendly, professional manner

· Provide support globally – supporting employees located outside their region and accommodating to different time zones

Helpdesk Technician Required Knowledge, Skills and Abilities:

· 3 -5 years related experience

· Possess working knowledge of the configuration, use and troubleshooting of Windows 10. OSX, Microsoft Office 365 suite

· Possess working knowledge of the configuration, use and troubleshooting of laptop/desktop hardware and internet applications including browsers, e-mail and VPNs

· Experience with Active Directory, Outlook, Exchange, Antivirus and Security applications

· Be able to provide user-friendly support and instruction to computer users

· Comprehensive understanding of current computer hardware and software technologies

· Excellent verbal and written communication skills

· Understanding of LAN / WAN Networks

· Familiarity with iPhones, iPads, Cisco IP phones, Aircards

· Maintain strict confidentiality and respect for the purpose of ensuring network security

· Must be able to learn new technical skills and quickly adjust to fast changing priorities and deadlines

· Have experience installing and troubleshooting PC systems in a regulated network environment preferred

· Previous experience in a call center environment providing technical support via remote tools preferred

· Must be able to provide support outside of the regular business hours (weekends, holidays, etc.) as required.

Help Desk Support Preferred Qualifications:

· Associates degree, Microsoft Certified Professional (MCP) or equivalent certifications

· 3-5 years work related experience

Why Kelly®?

By partnering with Kelly® IT, youll have direct connections to top companies around the globegiving you the chance to put your tech skills to work on some of todays most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. Were here to help you gain experience, keep learning, and move your career forward.

About Kelly®

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.

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