Help Desk Technician I in Sacramento, CA at SBM Site Services

Date Posted: 3/17/2021

Job Snapshot

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Job Description


SBM Management is currently looking to hire a Help Desk Technician I to join their team!  The Help Desk Technician I provides end user IT support to SBM employees, both locally and remotely. Responsibilities include answering support phone calls and tickets for multiple IT supported services and environments including desktop and mobile devices, servers, networks, and telephony, applications, access and general use questions. Responsible for working through and directing end users towards our helpdesk-ticketing queue. Responsible for escalating tickets that cannot be solved directly, or directing to the correct process as required.

  •   Provide Tier I support for PC related problems. Using technical knowledge and remote support tools to assist, attempt resolution of problems related to system issues or application related issues, including OS, MS Office, or other SBM supported internal applications.
  • Investigate, troubleshoot, and document problems.
  • Provide end user training in applications or operating system fundamentals.
  • Support end users with virus/malware related issues, help repair systems, train end users on safe, and secure IT behaviors.
  • Configure hardware, devices, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements. Participate in the PC Imaging process for desktops and laptops.
  • Provide user account, passwords, and access as requested, using standard procedures.
  • Maintain end user installation and configuration procedures, documentation, and training information.
  • Perform routine system monitoring of systems, standard processes, and scheduled jobs.
  • Assist in the repair, recover from hardware or software failures and system outages, by coordinating, and communicate with impacted constituencies.
  • Log all help desk interactions.
  • Maintain operational procedures.
  • Prepare and distribute standard activity and customized reports.
  • Work under the general supervision of the IT Director and Help Desk Manager, directly with the Network Engineer and Systems Administrator.

  • Associate (2-year) degree, with a technical major, such as computer science, plus two+ years related experience and/or training; or equivalent combination of education and experience.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to speak effectively to employees of organization.
  • Exercise of discretion and independent judgment on addressing and resolving technical problems.
  • This position requires working and advanced knowledge of the IT equipment the position is responsible for managing (i.e. Audio/Video equipment, Cell Phones, etc.).

Available Shift:  Full Time