Service Desk Technician - Contractor

Job description

JOB TITLE

Service Desk Technician 2

LOCATION

San Jose, CA

COMPANY DESCRIPTION

Align Technology is a global medical device company that pioneered the invisible orthodontics market with the introduction of the Invisalign system in 1999.  Today, we develop innovative, technology-rich products such as Invisalign aligner treatments, iTero™ intra-oral scanners, and OrthoCAD digital services to help dental professionals achieve the clinical results they expect and deliver effective, cutting-edge dental options to their patients.

JOB DESCRIPTION

SUMMARYThe Service Desk Technician Contractor is responsible for providing first line technical support for end-user client machines, mobile devices, and various backend applications and services.  In a team environment, he/she will be expected to manage the Service Desk phone queue, IT ticketing system, and walk-up traffic.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Solve complex IT issues at end-user level
• Escalate issues to tier two teams as appropriate
• Perform independent research for complex IT questions using available information resources and the internet
• Complete ownership of end-to-end client imaging process - create and maintain Operating System images for desktops and laptops.
• Manage BitLocker (hard drive encryption)
• Manage Trend Micro Anti-virus clients
• Deploy and maintain the endpoint backup solution
• Maintain user accounts, computer accounts, and groups in Active Directory
• Test, analyze, and recommend new standards for laptops and desktops 
• Test new and/or update versions of client applications, such as Microsoft Office, Skype for Business, and Cisco AnyConnect (VPN).
• Provide phone support for local and remote users
• Respond to assigned tickets and requests within business defined service level agreements
• Create and manage Microsoft Exchange mailboxes and distribution lists in and Office 365 environment
• Troubleshoot, diagnose, and repair end-user computer hardware and software problems via telephone, remote tools or in person
• Support tier 1 network incidents
• Roll out, install, and configure software product updates for desktops and laptops
• Configure desktop/laptop computers for new employees
• Create and maintain desktop support documentation
• Log problems and resolutions using Problem Tracking software
• Recommend optimizations and improvements to current procedures
• Configure and maintain DFS file permissions
• Configure/deploy/maintain mobile devices (Blackberry, iPhone, and iPad)
• Manage Mobile Device Management (MDM) solution
• Act as the point of contact for after-hours support issues

Additional responsibilities:

• Ensure the effective fulfillment of objectives and deadlines assigned to the group.
• Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Participate in proactive team efforts to achieve departmental and company goals
• Perform other duties as assigned

QUALIFICATIONS

Individual must be able to perform each essential duty independently without supervision. 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.

• Solid background in supporting Microsoft Windows 7/8/10, Windows server 2008 and later
• Experienced with providing end user support on Apple systems (e.g., MacBooks)   
• Exceptional communication skills: ability to explain technical issues in a non-technical fashion
• Experiential knowledge of customer service best practices
• Experienced with TCP/IP, networking, VPN troubleshooting
• Solid understanding of iOS devices
• Functional understanding of software packaging and deployment, such as Microsoft SCCM
• Hands-on support experience for configuring and troubleshooting wireless devices
• Experience troubleshooting and removing viruses and malware.
• Familiar with SOX and HIPPA audit compliance

EDUCATION and/or EXPERIENCE

• Previous Service Desk experience, including telephone support
  • Excellent telephone manner.
  • ‘Hands on’ approach and a willingness to learn.
  • Flexible, pro-active approach.
• Bachelor’s Degree in Computer Science, Information Technology, or equivalent preferred
• 3 years of related experience