Position Description

Desktop Support Technician
Location CA
Job Code 561
# of Openings 1
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Desktop Support Technician position is a full-time employment opportunity located in Fresno, CA.  This role will provide Tier 1 technical support to both internal associates and clients for technical inquiries received via telephone, email or web portal.  They will assess the nature of a problem and resolve simple and basic support issues over the phone while escalating more complex issues to next level of support. 

Our Desktop Support team typically has two shift schedules - 6:00 am to 4:00 pm and 8:00 am to 6:00 pm.  Candidates may be asked to work non-standard shifts for defined coverage times on short notice and/or for extended periods of time, depending on customer needs.

Responsibilities include but not limited to:

  • Answer incoming customer calls and working tickets with a high-resolution rate for assigned areas of expertise
  • Troubleshoot access and technical issues while gathering pertinent information to resolve or escalate the problem
  • Resolve open incidents and communicate back to customer
  • Follow defined policies and procedures
  • Exhibit excellent customer service and communication skills

Qualifications Include:

  • At least two years of IT support experience required
  • Must be proficient with Windows 7, Windows 10, Office 2013, 2016 (MacOS and Windows)
  • Office 365 and Active Directory management a plus
  • Excellent communications skills
  • Analytical and problem-solving skills
  • Ability to work in a team environment
  • Organization skills to balance and prioritize work
  • Leadership skills to mentor and provide guidance to less experienced personnel
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