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Desktop Support Technician

About Us: Good things happen when technology and financial service veterans come together.

The founders of Personal Capital have one goal in mind: transforming financial lives through technology and people. That’s why we’re blending cutting edge technology with conflict-free financial advice. We believe this is the best way to empower individuals and their money.

Our free online tools combine all of your accounts in one place. A powerful dashboard provides deep insights and allows you to understand your total financial picture. Our expert advisors use these same tools to provide personalized wealth management that dynamically evolves with your changing life. As fiduciaries, we are legally bound to act in your best interest. With an emphasis on holistic planning, risk management, and after-tax returns, the focus is always on total value.

With our client-centric business model, Personal Capital is fundamentally altering the traditional financial services landscape.

 

The Role: Personal Capital is looking for an experienced Desktop Support Technician, to provide desktop/network support in a growing financial services company.

In this role you be supporting you will provide first line support for inbound requests to ~400 Windows and Mac users in a multi-site Active Directory-based environment. You will need to build, setup, maintain, implement, and troubleshoot technology problems related to Windows and Mac systems that affect end-user productivity as well the network infrastructure including: phones, printers/scanners, video conference, etc.

The ability to multitask, prioritize, work under deadline, and provide excellent customer service to users will be key qualities.  The right individual is detail-oriented, possesses solid technical skills, and is dedicated to maintaining up-to-date documentation. Effective team collaboration and communication are critical in this role. The hours for this position are primarily during weekday business hours, with some off-hours and weekend support as needed.

Specific duties include, but are not limited to:

  • Provide quality technical assistance for incoming queries and issues related to computer systems, software, and hardware
  • Respond to queries either in person or over the phone.
  • Provide initial triage of inbound incidents gathering key incident details
  • Receives, tags, images, configures and deploys workstations
  • Provides desk-side orientations for new employees
  • Maintain client system health by imaging, patching, upgrading, troubleshooting, and ongoing maintenance
  • Work with third-party vendors to troubleshoot customer issues related to SAS products and to facilitate closure of issues with vendors
  • Provide end user training as necessary ad-hoc, meetings, or as user documentation
  • Maintain end user FAQdocumentation website
  • Provide initial telephony troubleshooting
  • Perform troubleshooting for LANWAN
  • Maintain detailed helpdesk ticket notes as well as manage the helpdesk queue to ensure timely customer responseresolution.

Job Requirements:

  • At least 2 years of experience as a Desktop Administrator
  • Experience with Windows 7/10, Mac OSX.
  • Active Directory user and group maintenance.
  • Mac and PC hardware, printers, computer peripherals, and mobile devices (Android, iOS).
  • Knowledge of client connectivity protocols (basic TCP/IP, UDP, SNMP, DHCP, and DNS).
  • Strong customer service and troubleshooting skills.
  • Ability to communicate technical information, both verbal and written, to a wide range of users.  

Preferred Skills (not necessarily required):

  • Experience automating tasks with scripting (e.g. PowerShell, WMI, ADSI, Perl, Python)
  • Windows Deployment Services (WDS), Microsoft Deployment Toolkit (MDT), and Windows Update Services (WUS)
  • Experience with Google Apps
  • Mac experience and Mac/Windows server systems interoperability

Additional Requirements:

  • Ability to learn quickly and tackle new and technically complex problems with courage and tenacity
  • Must have demonstrated ability to assist with emerging problems quickly and with flexibility
  • Ability to work in a fast paced environment with changing needs and requirements
  • Must be detail-oriented and be an organized thinker who is service-minded with strong communication & customer service skills
  • Ability to lift 50lbs. as needed
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