GSPANN Technologies, Inc · 9 hours ago
ServiceDesk/Desktop Support Engineer
South San Francisco, CA
Contract
Onsite
Senior Level
5+ years expGSPANN Technologies, Inc is a leading provider of consulting and IT services to global clients, headquartered in California. They are seeking a ServiceDesk/Desktop Support Engineer to provide technical support, troubleshoot issues, and manage IT services for their clients.
CRMData ManagementE-CommerceInformation TechnologyMarketing
Hiring Manager
Amit Kumar
Responsibilities
Troubleshoot Mac and Windows hardware, operating systems and software, and mobile devices
Ensure that all issues and requests are documented accurately in the IT ticketing system
Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue
Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issues or fulfill requests
Monitor inbound support channels, (ticket queues, Slack support channels, etc) and provide timely IT customer support
Research technical solutions in department-specific applications
Follow up with end users, provide feedback, and see issues and requests through to resolution
Support multiple Twist locations and must be versed in providing remote support
Participate in a rotation to provide after-hours/weekend on-call coverage
Adhere to service-level agreements
Assist with Major Incidents as required, including sending employee communications
Participate in projects
Assist with the procurement and lifecycle management of physical assets and software licenses
Document procedures and develop end-user instructions
Responsible for the overall management and administration of all client assets including desktops, laptops, printers and mobile devices
Some travel may be required
Support of Conference Rooms and collaboration technology (video conferencing, audio conferencing, electronic whiteboards)
Support for laboratory, Shipping and other on-premise hardware
Support for network hardware and local printers
Must be able to lift and carry 25 lbs
Provision, modify and revoke account access and licenses as required
Seek and document approvals as necessary
Assist with gathering evidence for auditors in support of compliance efforts
Conduct internal checks to ensure compliance with standards and process
Process new hire requests, image and deploy laptops to new hires, and conduct the IT Onboarding presentation
Process off-boarding requests including revoking access, asset recovery, and machine reimaging in a timely manner and in accordance with our compliance and service levels
Qualification
Required
5-9 years of hands on IT Helpdesk & Desktop experience required
Be able to communicate effectively in both verbal and written communications
Must be 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
Comfortable wearing Personal Protective Equipment when required to support systems located in labs
Extensive knowledge and hands-on experience with Microsoft and Apple operating systems, desktop/laptop deployment and imaging solutions, G-Suite and MS Office
Ability to effectively and efficiently troubleshoot hardware and software issues
Solid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)
Excellent customer service skills
Experience supporting mobile devices in a corporate setting
Previous experience with a mid-sized (2000) person international company
Self-sufficient, self-managed, self-motivated, must be effective working independently
Ability to work within a team of technicians and support analysts
Familiarity with IT Service Management and ITIL concepts and processes
Must have good people skills, working directly with end users both in person and on the phone and zoom
Preferred
HDI Support Center Analyst or Desktop Support Technician certifications a plus
ITIL Foundations Certificate a plus
Benefits
Competitive benefits
Educational assistance
Career growth opportunities
Company
GSPANN Technologies, Inc
GSPANN is a US-based consulting services provider focused on implementations in Enterprise Content Management (ECM), Business Intelligence & Mobile Solutioning initiatives.
1001-5000 employees
H1B Sponsorship
GSPANN Technologies, Inc 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 (93)
2024 (113)
2023 (59)
2022 (86)
2021 (90)
2020 (130)
Funding
Current Stage
Late StageLeadership Team
AP Grover
President
Recent News
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