JOB TITLE: IT Support Analyst
LOCATION: Onsite in San Francisco, CA
DURATION: 6 months with potential extension
RATE RANGE: $29-33/hour
TOP 3 SKILLS:
- 2-3+ years of hands-on IT Helpdesk & Desktop experience
- On-site Desktop/workstation/desk side/EUS (all variations of the role descriptions) support
- Microsoft MCP, MCDST, MCSE or MCITP, HDI Support Center Analyst or HDI Desktop Support Technician are a plus
POSITION SUMMARY:
The IT Temp Support Analyst will be a contact for internal company employees seeking assistance and support of computer hardware, software, and cloud applications, mobile, and other various desktop devices. This hands-on position will provide L2 Site Support and escalation support. This includes support for local home workers and other geographical locations (Remote Support) as well. This position will primarily provide onsite support and will require a physical presence in the office most days.
RESPONSIBILITIES:
- On/Off-Boarding logistics
- Process new hire requests, image, and deploy laptops to new hires and perform IT onboarding
- Order work from home equipment (if applicable)
- Perform New Hire Orientations
- Process off-boarding requests, asset recovery, and machine reimaging
- Support
- Document detailed procedures and develop end user instructions
- Ability to provide Executive white glove support as needed
- Monitor and triage incoming tickets in the Service Desk ticket queue
- Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issues
- Research technical solutions in department specific applications
- Troubleshoot, diagnose, and repair desktop, laptop, and mobile issues
- Follow up with end users, provide feedback, and see problems through to resolution
- Support multiple iRhythm locations and must be versed in providing remote support
- Adhere to Service Level Agreements
- Vendor Management
- Interface with IBM our L1 Service Desk support vendor
- Provide assistance to teammates
- CMDB Management
- Keep the IT configuration management database up to date with inventories and user allocations of hardware and software assets
- Be able to perform or coordinate with sites for e-waste duties and capture proof of proper disposal
- Software and Cloud Application License Management
- Microsoft Office Suite (Teams, Word, Excel, Power Point, Outlook)
- Adobe
- Security tools such as Antivirus, Mimecast, etc.
- Backup
- Remote control
- Other workstation applications
- Hardware Support
- Install, configure, repair, and maintain computers, desktop operating systems, software, and peripherals
- Troubleshoot network and remote access connectivity issues
- Mobile support of iPads, iPhones, and Android
- Smart Hands
- Provide smart hands support for remote iRhythm teams
- Comfortable with MDF/IDF rooms and equipment
- Support 3rd party site techs as needed (telcos, workstation techs, other technical dispatches, etc.)
- Project & New Technology Support
QUALIFICATIONS:
- 2-3 years of hands-on IT Helpdesk & Desktop experience
- Must be detail oriented and have excellent organizational skills
- Ability to support Director+ roles including Executives and Executive Admins
- Excellent Customer Service First/Customer compassionate mindset
- Confident in your technical abilities and be able to communicate effectively with a non-technical end user community
- High energy and ability to work independently in a very fast growth environment
- Flexible in a fast growing and constantly evolving environment
- Working knowledge and hands-on experience with Microsoft operating systems, desktop/laptop deployment and imaging solutions, Microsoft Office Suite, Microsoft Office 365
- Ability to troubleshoot hardware and software issues effectively and efficiently
- Ability to communicate effectively both written and verbally
- Self-sufficient, self-managed, self-motivated, must be effective working independently
- Ability to take direction from a remote Lead, Manager, etc. and work within a team of technicians
- Must have good people skills, working directly with end users both in person and on the phone
- Must have flexibility to attend team meetings
EDUCATION AND CERTS:
- Minimum AA degree in Information Systems, related field, or equivalent experience
- Microsoft MCP, MCDST, MCSE, or MCITP, HDI Support Center Analyst, or HDI Desktop Support Technician is a plus
- Microsoft certifications are a plus
- ITIL Certified
BENEFITS SUMMARY: Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching.
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