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IT Support Desk Technician – Engineer at CMG Financial

IT Support Desk Technician – Engineer

CMG Financial Roseville, CA Full-Time
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This position is responsible for providing an outstanding level of customer services by providing direct IT support to internal and external staff and clients. 

RESPONSIBILITIES:

  • Provide excellent customer service to internal and external staff and clients.
  • Answer help desk phone and monitor ticket queues to provide timely response to customers.
  • Manage individual ticket assignments and document resolutions.
  • Handle escalations from team and determine root cause analysis of deep level issues
  • Create and manage Active Directory user accounts and access control based on company policies.
  • Administer and troubleshoot Office 365 accounts.
  • Assist customers with setup, configuration and troubleshooting of hardware, software, and networking.
  • Use remote assistance tools to support remote customers.
  • Perform virus remediation and spyware detection and removal.
  • Perform mobile phone management.
  • Provide support for VMware Horizon View VDI environment.
  • Use, teach, and troubleshoot standard supported software, including Windows 7-10 Pro operating systems, Microsoft Office applications (Excel, Outlook, O365, PowerPoint, Visio, Word, and Publisher) as well as Core Business applications (Byte Pro).
  • Configure and support standard hardware, including laptops/desktops and thin clients.
  • Create documentation, including processes and procedures, system documentation, and customer training aids.
QUALIFICATIONS

REQUIRED KNOWLEDGE:
  • Minimum 3 years progressive experience installing and supporting all of the following: Windows 7, 8, 10 Windows Server 2003-2016, Active Directory, Microsoft Office, PC deployment, Antivirus management, Remote User Networking, VPN, TCP/IP troubleshooting, mobile device management, and VDI support.
REQUIRED SKILLS/ABILITIES:
  • Outstanding customer service skills. 
  • Excellent written and verbal communication skills.  
  • Analytical thought process. 
  • Technical documentation.
  • Ability to take on deep level tasks/issues and test/troubleshoot until root cause has been determined

BENEFICIAL SKILLS/ABILITIES: 

  • Experience in the mortgage or real estate industry a plus.  Office 365 SharePoint administration helpful.

 

Recommended skills

User Accounts
Microsoft Power Point
Active Directory
Microsoft Outlook
Administration
Microsoft Visio
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Job ID: cmg3774

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