EXP · 1 month ago
Service Desk Technician/End User Support
San Diego, CA
Full-time
Onsite
Mid Level
3+ years expEXP is a company dedicated to providing innovative solutions for the built and natural environments. They are seeking a Service Desk Technician/End User Support to ensure proper computer operation and access for end users, resolving escalated help requests and providing support both in-person and remotely.
ConsultingInternet
Responsibilities
Assisting in providing Level I Support
Respond to emails and answer calls for support
Build rapport with service desk customers
Escalate problems (when required) to the Service Desk Manager/exp infrastructure services/exp Network Services
Using our ticketing system, record, track and document the service desk 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
Access software updates, drivers, knowledge bases, and FAQ resources on the Support Software/ Internet/Intranet to aid in problem resolution
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Install anti-virus software and ensure virus definitions are up-to-date
Perform preventative maintenance at the end user level
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow ups with Level I Technicians as required
Develop help sheets and FAQ lists for end users
Reinforce SLAs to manage end-user expectations
Work with end users to identify and deliver required PC service levels
Liaise with, and provide training and support to, end users and staff on computer operation and other issues
Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products
Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products
Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed
Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems
Manage an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment
If necessary, liaise with third-party support and PC equipment vendors
Provide guidance to junior members of the team as required
Qualification
Required
3 years equivalent work experience
Knowledge of advanced computer hardware, including PC's and servers
Experience with desktop and server operating systems
Extensive application support experience with various Microsoft software products
Working knowledge of a range of diagnostic utilities
Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
Strong documentation skills
Ability to conduct research into a wide range of computing issues is required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly, business-friendly and technical language
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
40-hour on-site work week
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
Lifting and transporting of moderately heavy objects, such as computers and peripherals
Preferred
Preference is given to candidates with strong language skills in both French and English
Company
EXP
With a mission to understand, innovate, partner and deliver, EXP provides engineering, architecture, design and consulting services to the world’s built and natural environments.
1001-5000 employees
H1B Sponsorship
EXP 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
Represents job field similar to this job
Trends of Total Sponsorships
2025 (19)
2024 (14)
2023 (11)
2022 (14)
2021 (14)
2020 (11)
Funding
Current Stage
Late StageTotal Funding
$33M2008-06-16Private Equity
2000-06-26Series Unknown· $33M
Leadership Team
Deborah W.
Executive Vice President and CFO
Mark Dvorak
President and Chief Operations Officer
Recent News
GlobeNewswire News Room
2025-03-14
2025-01-29
2024-04-06
Company data provided by crunchbase