Job Description

Help Desk


San FranciscoCalifornia

Date Posted:


Employment Type:



Anna Wu

Recruiter Email:

Job ID:

JN -122018-12818

Job Description

Knowledge, Skills and Abilities

Demonstrated expert proficiency supporting MS Windows XP, Windows 7, Windows 10,Macintosh OS X, and MS Office. Proficiency with troubleshooting MS Word, Excel, andOutlook. 
Ability to act as a Desktop Hardware & Software consultant helping customers purchase the appropriate Hardware & Software for their needs. 
Ability to troubleshoot and support network connections for workstations and printers, VPN,and wireless environments. 
Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices – Windows, Macintosh, Android and iOS. 
Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Ability to follow Desktop Support process in an enterprise environment such as, Customer Onboarding, Desktop engineering tools and services,Financial management Policies and Service, Security processes & tools, and CustomerOutreach & Tools. 
Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. High degree of collaboration skills and the ability to work well in small teams and cross functionally. Knowledge of Collaboration tools & Service. 
Working knowledge of server internals, especially as needed for troubleshooting and isolating issues. 
Advanced skill at creating technical documentation for complex processes and applications. 
Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner. Ability to develop and deliver advanced desk-side training, basic desk-side training,basic group training. 
General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services. 
Demonstrates problem-solving skills. 
Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. 
Effective skills at technical and administrative work direction, and proficiency in project management basics. 
Excellent customer service skills. 
Demonstrated judgment to delegate / escalate issues appropriately. High degree of self-motivation and flexibility. Must be exceptionally resourceful, detail-oriented, and have outstanding organization skills. Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers. 
Understanding of IT Service Management, incident and request management with-in anEnterprise environment 
Ability and flexibility to support a 7x24 clinical environment with potential on-call responsibilities. 
Minimum two years of experience in a desktop support or help desk position, supporting Windows and Macintosh computers in a complex networked environment and/or equivalent experience/training
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