IT Service Technician

The Rockridge Group

South San Francisco, CA

$25 to $30 Hourly
Full-Time

Job Description

TITLE: SERVICE TECHNICIAN (L2)

Summary: The Technician would respond to scheduled assignments involving supporting and cross training with various teams, including customer interaction and service in person in a daily basis, hardware deployment, quick fixes, iPhone and iOS support, and others.

Essential Duties and Responsibilities:

In person customer support regarding Windows, MacOS, iOS software and configuration.
Respond to dispatched assignments usually involving the installation, repair or maintenance of desktop computer hardware and peripherals remotely or at the customer’s office or desk location.
Execute the delivery of services per Service Level Agreements to customers.
Imaging, pre-configuration, data migrations and application installation for Windows and MacOS systems.
Logistics of receiving, handling and sorting of computer and related peripherals products received from customers and hardware vendors.
Support of deployment, troubleshooting, and receipt of mobility devices including iPhone, iPad, and MiFi equipment.
Confers with management to assist development of service quality assurance processes and procedures.
Populate the Knowledge Base frequently and document resolutions,
Workarounds, and frequently asked questions for problems and service requests.
Manage assets and take detailed notes utilizing Customer Relationship Management tools or applications by keeping status, details, notes or any other updates consistent between multiple tools or applications utilized for CRM and tracking purposes.

Education/Experience:

Two (2+) years of professional IT Support experience
Technical authorization with CompTIA "A+" Certification a plus
Troubleshooting and problem-solving experience is preferred
General knowledge of Microsoft Office and Google Apps is a plus
Must be experienced with a service ticketing database, IE: HPSM, Service Now
Knowledge in one or more operating systems such as MacOS, Windows 10/11, or iOS is mandatory

Company Description

About The Rockridge Group:

TRG is a privately held Limited Liability Company committed to connecting businesses with job seekers. We deliver high quality contingent personnel to our clients using our 3-step collaborative engagement model:
Collaborate. We partner with you to understand the unique needs of your business before we propose a solution.
Strategize. Based on your goals and staffing challenges, we develop high impact solutions designed for your industry.
Engage. We work with your team before, during, and after every engagement to deliver 100% satisfaction.
With over ten (10) years experience in the resource solutions sector, principals Greg Donner [link to bio] and Ronald Lom [link to bio] leverage the power of strategic partnership to create a powerful staffing model that improves your quality of hire.

About The Rockridge Group: TRG is a privately held Limited Liability Company committed to connecting businesses with job seekers. We deliver high quality contingent personnel to our clients using our 3-step collaborative engagement model: Collaborate. We partner with you to understand the unique needs of your business before we propose a solution. Strategize. Based on your goals and staffing challenges, we develop high impact solutions designed for your industry. Engage. We work with your team before, during, and after every engagement to deliver 100% satisfaction. With over ten (10) years experience in the resource solutions sector, principals Greg Donner [link to bio] and Ronald Lom [link to bio] leverage the power of strategic partnership to create a powerful staffing model that improves your quality of hire.