Gunderson
Technical Support Specialist
Gunderson, Redwood City, California, United States, 94061
At Gunderson Dettmer, you'll find people passionate about making an impact while working alongside pioneering founders and innovators.
In addition to offering competitive salaries, we also offer an excellent benefits package, which includes comprehensive medical, dental and vision coverage; 401(k) Profit Sharing Plan; Flexible Spending Account, Paid Time Off and fertility and family building support.
Gunderson Dettmer is seeking an experienced
Technical Support Specialist
to work in our Silicon Valley office. The Technical Support Specialist's role is to deliver high quality technical assistance to end-users in the organization. This role encompasses efficient and effective customer service skills to troubleshoot hardware and software issues as well as providing training on the use of various types of hardware and software programs in support of business objectives. This individual is responsible for the joint monitoring of a dedicated Service Desk phone and email for end-users to use when seeking assistance related to computers, printers, telephony, video conferencing, network, and applications. This individual also responds to questions and concerns, and arranges for appropriate Systems/Network staff to assist with problems related to network or system issues, escalating issues as needed. This individual will jointly maintain a ticketing systems and a database of support issues for resolving common problems.
The individual who fills this position will be the on-site contact in our Redwood City, CA office. To be a successful help desk technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills, and be remarkably self-directed.
Job Responsibilities
Responding to queries on the phone, via email, in person, or through remote access. Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software. Training computer users. Training other staff on troubleshooting and diagnosing problems. Gaining feedback from customers to improve training methods. Writing and editing knowledge base articles. Running reports and analyzing common complaints and problems. Monitor and respond quickly and effectively to requests received through the IT service desk Monitor service desk for tickets assigned to the queue and process first-in first-out based on priority Provide service desk support and resolve problems to completion Utilize and maintain service desk incident management software Assist with onboarding of new users Install, test and configure new laptops, peripheral equipment and software Maintain inventory of all equipment, software and software licenses Assign users and computers to proper groups in Active Directory Perform timely workstation hardware and software upgrades as required Manage local moves/adds/changes to user set-ups for both computers and phones. Manage networked business machines. Set up conference rooms for business meetings, including establishing network connectivity, audio conferencing, and video conferencing as needed. Communicate software problems and issues to system administrators as needed in the escalation process Assist the Training Manager with new hire training and on-going skills-based training. Stay up-to-date with developments in both commercial and custom-built software products used in the organization. Job Requirements
At least 2 years relevant experience, preferably in a law firm. In-depth, hands-on knowledge of enterprise and desktop applications, including Windows 10 and Microsoft Office Suite. MCSE designation is very helpful. Knowledge of basic networking principles required. Experience with individual and group based training. Knowledge of trends in computer technology relating to hardware and software. Able to travel to other offices. Able to work overtime. Exceptional verbal and written communication skills. Superb Customer Service skills. Educational Requirements
B.S./B.A. degree in Information Systems (or equivalent relevant experience). Schedule
Monday - Friday, 8:30 a.m. to 5:00 p.m. Status
Non-Exempt, Full time
The expected starting salary for this position is $80,000 - $105,000 annually, dependent upon qualifications and experience.
Gunderson Dettmer is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
In addition to offering competitive salaries, we also offer an excellent benefits package, which includes comprehensive medical, dental and vision coverage; 401(k) Profit Sharing Plan; Flexible Spending Account, Paid Time Off and fertility and family building support.
Gunderson Dettmer is seeking an experienced
Technical Support Specialist
to work in our Silicon Valley office. The Technical Support Specialist's role is to deliver high quality technical assistance to end-users in the organization. This role encompasses efficient and effective customer service skills to troubleshoot hardware and software issues as well as providing training on the use of various types of hardware and software programs in support of business objectives. This individual is responsible for the joint monitoring of a dedicated Service Desk phone and email for end-users to use when seeking assistance related to computers, printers, telephony, video conferencing, network, and applications. This individual also responds to questions and concerns, and arranges for appropriate Systems/Network staff to assist with problems related to network or system issues, escalating issues as needed. This individual will jointly maintain a ticketing systems and a database of support issues for resolving common problems.
The individual who fills this position will be the on-site contact in our Redwood City, CA office. To be a successful help desk technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills, and be remarkably self-directed.
Job Responsibilities
Responding to queries on the phone, via email, in person, or through remote access. Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software. Training computer users. Training other staff on troubleshooting and diagnosing problems. Gaining feedback from customers to improve training methods. Writing and editing knowledge base articles. Running reports and analyzing common complaints and problems. Monitor and respond quickly and effectively to requests received through the IT service desk Monitor service desk for tickets assigned to the queue and process first-in first-out based on priority Provide service desk support and resolve problems to completion Utilize and maintain service desk incident management software Assist with onboarding of new users Install, test and configure new laptops, peripheral equipment and software Maintain inventory of all equipment, software and software licenses Assign users and computers to proper groups in Active Directory Perform timely workstation hardware and software upgrades as required Manage local moves/adds/changes to user set-ups for both computers and phones. Manage networked business machines. Set up conference rooms for business meetings, including establishing network connectivity, audio conferencing, and video conferencing as needed. Communicate software problems and issues to system administrators as needed in the escalation process Assist the Training Manager with new hire training and on-going skills-based training. Stay up-to-date with developments in both commercial and custom-built software products used in the organization. Job Requirements
At least 2 years relevant experience, preferably in a law firm. In-depth, hands-on knowledge of enterprise and desktop applications, including Windows 10 and Microsoft Office Suite. MCSE designation is very helpful. Knowledge of basic networking principles required. Experience with individual and group based training. Knowledge of trends in computer technology relating to hardware and software. Able to travel to other offices. Able to work overtime. Exceptional verbal and written communication skills. Superb Customer Service skills. Educational Requirements
B.S./B.A. degree in Information Systems (or equivalent relevant experience). Schedule
Monday - Friday, 8:30 a.m. to 5:00 p.m. Status
Non-Exempt, Full time
The expected starting salary for this position is $80,000 - $105,000 annually, dependent upon qualifications and experience.
Gunderson Dettmer is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.