The EUS Desktop Technician I is a member ofthe End User Services team and is responsible for delivering high quality technologysupport and services to SVBs end user community. The technician must balance strongtechnical abilities with genuine interpersonal skills to satisfy our internalcustomers and fulfill our EUS mission.Primary Responsibilities:
DESKTOP SUPPORT Positively interacts with andsupports end users with their technical issues and requests via remote controlsupport, telephone calls, deskside visits and Tech Café walk-ins.
HARDWARE SUPPORT Unbox, image, configure,test, deploy and troubleshoot laptop/desktop/NUC hardware running Windows orMacOS and common peripherals including docking stations, monitors, printers andscanners following all asset management processes and procedures.
SOFTWARE SUPPORT Deploy, install and troubleshootline-of-business (LOB) and commercial off-the-shelf (COTS) software utilizing desktopand mobile device management tools. Assistand train users on common productivity applications including the MicrosoftOffice suite.
INFRASTRUCTURE SUPPORT Provide Tier 2 supportof networking, wireless networking, home networking, VPN, software packaging, multi-factorauthentication, VDIs, virtual machines, threat management and operating systemdeployment (OSD).
MOBILE DEVICE SUPPORT Configure, test anddeploy corporate iPhones controlled via Apple DEP and Microsoft InTune. Assist end users with questions and issuesthat occur on both corporate and BYOD devices running various versions of iOSand Android OS.
VIP SUPPORT Build strong relationships with executivestaff and promptly assist them with their questions, incidents and servicerequests.
AUDIO/VISUAL Learn and support theaudio/visual technology present in SVB meeting rooms and auditoriums.
ACTIVE DIRECTORY Understands Active Directoryconcepts and can administer user, user groups and computers per standardoperating procedures.
TEAM PLAYER Act as a team player supportingpeers, department management and business unit leadership to fulfilloperational service levels, department initiatives and project deliverables. Believe in and adopt a 70% agreement, 100% commitmentattitude.
CUSTOMER-FOCUSED Understand and execute auser-first service philosophy whereby restoring service quickly for the enduser comes first, deferring user training or correction for after thedisruption.
SERVICE LEVEL COMPLIANCE - Acknowledge andresolve assigned tasks, incidents and changes according to published SLAs andKPIs.
KNOWLEDGE MANAGEMENT Recognize situations whereinformation is needed to elevate team performance. Document and share knowledge in the KMS sothat others can learn and provide consistent resolutions or service.
CONTINUOUS IMPROVEMENT Promote continuousimprovement by voicing concerns or proposing change to improve user experience,efficiency, compliancy or cost savings.
SYSTEM ADMINISTRATION Administer systems managedunder the EUS domain, as required.
Minimum 3 years of experience in a Tier 1 orTier 2 desktop technical support role.
Minimum 3 years of experience supporting Windows7, Windows 10 or Windows 10 IoT.
Minimum 3 years of experience supporting endusers in an Office 365 environment.
Minimum 3 years of experience support iOS andAndroid.
Experience with Microsoft SCCM, InTune and JAMFpreferred.
Experience with audio/visual and videoconference solutions preferred.
Demonstrated ability to communicate effectivelyto business and technical audiences.
Demonstrated self-motivated work ethic andlifelong learner.
Bachelor's degree in IT relatedfield or related job experience
CompTIA A+ or Microsoft TechnologyAssociate (MTA) certification