Information Technology Service Desk

Job Title: IT Service Desk Engineer

Location: Menlo Park CA (on site)

Contract type: 12 months to long term

White Glove Service/ Technical Support

US citizens and Green Card Holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time”

POSITION SUMMARY

The IT Service Desk role primary responsibility is to provide outstanding IT customer support. This position is responsible for all inquiries from start to finish. (From phone to desk side support). Strong communication skills will be crucial as this position will answer inbound phone calls, draft emails, and speak in person with customers desk side.

KEY ACCOUNTABILITIES/RESPONSIBILITIES

Description

% of Time

Technical and End-User Support

• Document installation and configuration procedures for supported systems and applications.
• Document issues and resolutions addressed in Service Desk Knowledgebase.
• Respond to and resolve computer support and troubleshooting requests escalated through the Carlyle Service Desk staff or manager in a manner consistent with IT department policies and procedures.
• Work closely with the IT engineering team in transitioning new systems or upgrades to the production environment.
• Provide Meeting and Conference room assistance and setup
• Record equipment upgrades and swap-outs to ensure the accuracy of the company’s computer equipment inventory.
• Diagnose hardware, software, and operator problems and take appropriate remedial actions and document installation and configuration procedures.
• Recommend necessary hardware and software solutions in response to business requirements and within budgetary contractions.
• Perform other related duties as reasonably assigned.

80

Compliance and Audit

• Follow company policies and procedures for SLA’s
• Ensure IT Operations complies with all the IT defined policies and procedures.

Knowledge and Experience

• Proven ability to complete tasks independently and under pressure.
• Ability to communicate with users having a wide variety of computer skills and assess the criticality of problems and prioritize accordingly to ensure that the most important problems are resolved promptly.
• Ability to travel to other office location
• High degree of professionalism.
• ITIL certification preferred
• Flexibility to be on call when necessary
• Relevant college degree and MS Professional/ A+ certifications or equivalent.
• 5+ years’ experience working with servers and workstations in a Windows Operating System platform.
• Strong problem-solving skills
• Acute attention to detail.
• Experience in working with C-Level executives and providing White-Glove service
• 5+ years of progressive relevant experience in a corporate LAN environment.
• Proven experience troubleshooting network and PC hardware and software in a mixed Windows network environment.
• Must be comfortable working independently as well as interacting effectively in a team environment.
• MCSE certification preferred
• Working knowledge of networking concepts and implementation.
• Excellent customer service and communication skills. Must be willing to interact with members of the business and communicate effectively with IT Department.
• Ability to work effectively in a dynamic environment and respond efficiently to changing priorities especially under pressure.
• Ability to work effectively with 3rd party vendors and partnerships to ensure Carlyle’s expectations are being met.

Education and Certifications

• ITIL or MCSE desired but not required.
• University degree in technology or relevant IT work experience.

Position-specific Technical Requirements

• Demonstrated proficiency with Zoom, Webex, and other meeting platforms
• Strong problem-solving skills.
• Demonstrated proficiency with Microsoft Office Products and Office 365 Administration
• Ability to communicate with individuals of various levels of technical knowledge
• Excellent customer service skills.
• Proven ability to complete tasks independently and under pressure.
• Demonstrated experience building and managing workstation images to standardize software across Carlyle hardware
• Demonstrated proficiency with desktops, laptops, iPads, iPhones.
• Demonstrated proficiency with Microsoft Windows Operating System (Windows 10) and Apple MacOS
• Demonstrated proficiency with Microsoft Active Directory
• Good attitude, positive, and willing to learn.
• Strong leadership skills

A reasonable, good faith estimate of the minimum and maximum hourly rate for this position is $50 to $52 with benefits.