IT Support Engineer

Title: IT Support Engineer Terms: Contract to Hire Target compensation: $38-45/hr. (could go higher for right candidate) Location: Brisbane, CA Target Start Date: TBD Company Size: Enterprise Industry: Biopharmaceutical Company Notes: Remote & onsite at Brisbane location Description: We are looking for an exceptionally talented individual to serve as an experienced Support Engineer in our San Francisco office, with responsibilities including daily IT and facilities support. The experienced Support Engineer's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Candidates for this position must have strong customer service and communication skills, both written and oral. Excellent organizational skills are a must for this fast paced, high visibility position. Responsibilities Strategy & Planning •Evaluate documented resolutions and analyze trends for ways to prevent future problems. •Alert management to emerging trends in incidents. Operational Management •Be team lead for Service Desk, overseeing Level 1 and Level 2 support. •Field incoming requests to the Service Desk via telephone, e-mail, and in person, to ensure courteous, timely and effective resolution of end user issues. •Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue. •Build rapport and elicit problem details from onsite and remote end-users. •Provide White Glove support to Executive team members. •Prioritize and schedule problems. Escalate problems (when required) to the appropriate IT personnel. •Record, track and document the Zendesk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. •Apply diagnostic utilities to aid in troubleshooting. •Asset Management •Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. •Identify and learn appropriate software and hardware used and supported by the organization. •Perform hands-on fixes at the desktop and system level, including installing and upgrading software, installing hardware, and configuring systems and applications. •Perform preventative maintenance, including checking and cleaning of workstations, servers, printers, and peripherals. •Test fixes to ensure problem has been adequately resolved. •Audio visual, Zoom meeting and all staff meeting setup. •Verify inventory and order equipment as required. •Perform post-resolution follow ups to help requests. •Develop quick reference guide and FAQ lists for end users. •Reinforce SLAs to manage end-user expectations. •Responsible for service vendor management. Position Requirements Formal Education & Certification •College diploma or university degree in the field of Information Technology or Five (5) or more years equivalent work experience, preferably in the Biotech field. •Certifications are preferred. Knowledge & Experience •Knowledge of computer hardware, including Lenovo Laptops, docking stations, phones, and printers. •Experience with desktop and server operating systems, including Windows 10 and Server 2012+ •Applications: Office 365 expertise, Active Directory, Okta, Mobile Device Management, and ability to learn new applications quickly •Preferred knowledge of Mimecast, Zendesk, DocuSign, Concur, SharePoint, Box, Password Management, AWS, and Azure •Experience with deployment management and service desk tools •Experience with desktop imaging with MDT •Microsoft Office 2016 onward and common desktop applications •Remote control tools such as RDP, Bomgar •Basic networking skills including TCP/IP, DNS, vLANS, network switches, AV hardware and printer management •Cisco Meraki experience preferred •Intermediate knowledge of PowerShell scripting •Web conference software expertise: Skype, Zoom, MS Teams •Exceptional written and oral communication skills •Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. •Strong documentation skills. •Fluent English Personal Attributes •Ability to conduct research into a wide range of computing issues as required. •Ability to absorb and retain information quickly. •Ability to present ideas in user-friendly language. •Highly self-motivated and directed. •Keen attention to detail. •Proven analytical and problem-solving abilities. •Exceptional customer service orientation. •Experience working in a team-oriented, collaborative environment. •Team orientated and willing to listen and take the lead as needed. •Experience providing white-glove support •Proactive Work Conditions •40-hour on-site work week. Occasional overtime as needed. •Ability to lift 50lbs. •Available nights and weekends for on call rotations. Skills:windows 10, ITLL, Desktop Support, White Glove, Office 365 Admin Top Skills Details:1. 5+ years IT Support exp (White Glove) 2. Strong exp within (Office 365, OKTA, Windows 10, Mobile Iron-Ipad Deployments) 3. Strong exp with Commercial Systems in Bio-Pharma (Veeva CRM, LMS) Additional Skills & Qualifications:Strong exp managing junior technicians and helping define strategies within the service desk. Fully remote , will be required to come in the office a couple days in the week if needed. Veeva Crm LMS Office 365 Mobile Iron MDM - Ipad and Mac deployments. Experience Level:Entry Level About TEKsystems:We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.