Service Desk Support-$27/Hr

Trilyon, Inc. is looking for an Information Technology Service Desk for its client. If you have the skills and experience mentioned below, we would love to have a discussion with you.

THE ROLE:

Your mission will be to provide world-class IT customer service and support to Meraki employees. Working alongside the Meraki Global IT team, you will primarily support our internal customers at the San Francisco walk-up desk, and be an escalation point for the local and regional support team.

RESPONSIBILITIES:

• Collaborate with our IT Admins in San Francisco on the Help Desk team for process improvement projects related to enhancing the employee support experience.
• Triage and resolve support requests from internal ticketing and chat systems and escalate higher-level requests appropriately.
• Create commercial invoices and shipping labels for laptops.
• Responsible for covering the walk-up desk to gather information and troubleshoot all issues related to hardware and software requests.
• Respond to service desk tickets and provide support for reported customer problems, software, and hardware.
• Note trending problems and work with IT leadership and IT Engineering to seek out and fix root causes.
• Document your solutions, build how-to guides, and maintain documentation.

Candidates must meet the minimum requirements outlined.

REQUIREMENTS: (“Must have” Qualifications)

• Solid background in Mac and PC software and hardware troubleshooting.
• Must have fluency of communication skills in English.
• Must have impeccable customer service skills, with a smile, especially supporting remote users over chat, ticketing, video, or screen-sharing solutions.
• Excellent written and verbal communication skills.
• Ability to prioritize and address multiple tasks in a dynamic work environment.
• Minimum 3 years of Service Desk experience in a regional role that includes ticket queue management and laptop provisioning.
• Basic knowledge of audio/video troubleshooting and support.

BONUS REQUIREMENTS:

• Experience with Okta, Duo or other MFA solutions, Jira, Confluence, Slack, Google Apps, MS Office for Mac and PCs, or Zendesk.