80 applicantsPosted by Agency
Crystal Equation Corporation · 3 days ago
IT Support Specialist
San Francisco, CA
Contract
Onsite
Mid Level
2+ years exp
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Hiring Manager
Ashley Weber
Insider Connection @Crystal Equation Corporation
Responsibilities
Provides 2nd level on-site technical support for foundational issues on hardware, software, and service requests
Assesses, appropriately triages, and escalates tickets when appropriate to Senior Staff
Obtains and evaluates all relevant information to handle product and service inquiries
Processes requests and incidents escalated from the level 1 support
Updates incident tickets through resolution and enters new incident tickets for walk-in/drive by request into the tracking system
Assists customers with recovery issues
Follows up on customer interactions with customers and internal IT staff
Responds to and establishes communications and confirmations with incident reporting parties
Takes steps to meet or exceed service level agreement (SLA) targets
Provides courteous, efficient, and friendly service to all customers at all times
Monitors and manages incoming service/incident requests and assigns appropriately
Coordinates workstation build/deployment including interaction with customers for scheduling, obtaining required forms, confirming equipment & technical resource availability
Develops basic to intermediate 'how-to' documentation for customer use
Reviews & updates existing technical procedures to present to the technical team for feedback, creates new technical documents as needed
Provides basic technical training on hardware and software to customers
Partners and coordinates with the IT Training Department to refresh training room equipment
Provides 2nd & 3rd level on-site technical support for software and hardware environment and platforms for incidents and service requests as well as remote 2nd and 3rd level support to remote locations
Provides 2nd and 3rd level support for in-house developed applications or Common Off the Shelf (COTS) products
Provides SME consultation to business lines in planning their upcoming equipment refresh to determine the budget for the following year
Drives to successful resolution
Collaborates with other support groups such as National IT and local ITS in identifying resolutions for incidents and/or maintenance activities, as needed
Works with local and National Information Security teams to ensure security vulnerabilities are addressed and solutions implemented
Follows up on moderate customer interactions and brings customer issues to full closure, including root cause analysis
Researches and evaluates all relevant information to provide a solution that meets customer requirements for product and service inquiries
Responsible for determining and documenting resolutions into the tracking system to identify trends
Builds, configures, and deploys new workstations per defined standards and coordinates with customers on requirements
Collaborates with the 1st level help desk to remediate escalated tickets and share best practices for agents to leverage for future customer interactions to resolve on first contact
Negotiates with customers on response time and problem-solving resolution, including analyzing root cause to prevent the issues from surfacing
Installs, tests, and verifies standard software packages including but not limited to Operating systems and educates customers
Monitors desktop performance and evaluates potential improvements in collaboration with desktop engineering SME
Responds to and establishes communications and confirmations with incident reporting parties
Creates and updates documented resolutions, technical documentation, or procedures to a knowledge base
Coordinates and executes technical requirements for business lines MACS (moves/add/changes) in collaboration with facilities planning
Participates in projects with limited complexity
Demonstrates good judgment in identifying and selecting appropriate methods and techniques to deliver the best solution
Qualification
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Required
Previous C-level support-executive support-VIP level support
Years of experience - 2+ years
Associate’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field, or equivalent work experience
Typically requires 3 to 5 years of relevant technical or business work experience
Demonstrated working knowledge of basic to intermediate hardware, software products, problem solving and diagnostic skills
Company
Crystal Equation Corporation
Crystal Equation Corporation is an information technology company providing staffing solutions.
201-500 employees
H1B Sponsorship
Crystal Equation Corporation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Trends of Total Sponsorships
2023 (4)
2022 (6)
2021 (6)
2020 (10)
Funding
Current Stage
Growth StageCompany data provided by crunchbase
