Be an early applicantLess than 25 applicants
Face Reality ยท 2 days ago
Service Desk Analyst
Danville, CA
Full-time
Hybrid
Entry Level
$27/hr - $33.65/hr
2+ years exp
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Insider Connection @Face Reality
Responsibilities
Customer Support: Provide timely and professional assistance to internal customers (Face Reality employees and contractors) via in-person, phone, email, or chat
Troubleshooting: Diagnose and resolve technical issues related to hardware, software, and network connectivity
Transaction History: Maintain detailed records of customer interactions, technical issues, and resolutions in a ticketing system
Documentation: Create how-to articles, procedure documents, and other technical documentation
Escalation: Escalate complex issues to appropriate support teams or senior technicians when necessary
Ability to prioritize: Able to set priorities for incoming tasks and issues. Know how to manage urgency of tickets
Training: Train users on how to use new and existing technology. Provide a welcoming learning environment for all team members
Collaborate with other technical teams: Support internal and external IT teams to resolve issues
Quality Assurance: Ensure that all support interactions meet quality standards and customer satisfaction goals
Proactive Communication: Keep customers informed about the status of their requests and any relevant updates
Remote Assistance: Provide remote troubleshooting assistance using remote desktop tools when required
Hardware and Software Setup: Assist with the installation, configuration, and maintenance of computer systems and software applications
Identify and implement process improvements: Analyze incident trends and suggest solutions to reduce recurrence
Continuous Learning: Stay updated on new technologies and industry trends to enhance technical skills and knowledge
Qualification
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Required
Bachelors Degree in relative field or equivalent experience
Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar qualifications are a plus
Experience: 2+ years' experience in a technical support role
Technical Knowledge: Basic understanding of computer hardware, software, operating systems, and networking concepts
Communication Skills: Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users
Problem-Solving Skills: Strong analytical and problem-solving abilities to diagnose and resolve technical issues efficiently
Customer Focus: A customer-centric approach with a commitment to providing high-quality support and service
Teamwork: Ability to collaborate effectively with team members and other support teams
Adaptability: Flexibility to work in a fast-paced environment and adapt to changing priorities and technologies
Organization: Strong organizational skills with attention to detail to manage multiple tasks and prioritize workload effectively
Professionalism: Professional demeanor with a positive attitude and a willingness to learn and grow
Preferred
Software: SharePoint, Confluence/Jira, Office 365, Okta
Hardware: Mac, Windows, audio visual systems, Owllabs, Teams
Familiarity with supporting primarily SaaS based organizations
Experience in startup, or similar environments
Technical aptitude with break-fix scenario
Benefits
Full benefits
Company
Face Reality
Face Reality Skincare was founded in 2005 by licensed esthetician Laura Cooksey and her business partner Patrick Romani.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Jeremy Soine
Chief Executive Officer
Chaz Dumas
Chief Financial Officer
Recent News
Venture Capital Firms
2022-09-19
Company data provided by crunchbase
