Calance Job Opening

Job TitleDesktop Support Specialist II - 100% onsite - ID:33476
Start DateASAP
Job SkillsProficiency in OS and core application suite; including the Microsoft Suite and various Kirkland applications.
Remote Computing and Citrix experience.
Advanced PC troubleshooting skills.
LocationSan Francisco, CA
Date Posted07/16/2021

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Technology Support Analyst II

Essential Job Functions
The Technology Support Analyst II is responsible for day-to-day support of PC hardware and software.  This includes installing, diagnosing, repairing, maintaining, and upgrading of personal computers and related systems.  The candidate must have strong analytical skills and the ability to operate in extreme high-pressure situations, successfully handle multiple priorities and possess a high level of discipline while remaining flexible.  The candidate should also be able to work independently when assisting in the Palo Alto office and during the firm wide maintenance window.

In addition to demonstrating considerable experience in the areas of responsibility listed above, the successful candidate will demonstrate expertise in providing prompt, professional and courteous services on all customer requests, problems, and queries.  The candidate must have excellent oral and written communication skills, must show strong interpersonal and customer service skills, and will have the ability to be process-oriented yet flexible.  The candidate must be able to interact with individuals in all levels of the Firm’s business.  He or she must be able to work well with other technical teams to provide troubleshooting steps to aid in resolution of desktop computing issues.  The candidate must be willing to travel to the Palo Alto office occasionally as a back up technician to the Palo Alto office technician.This role also requires participation in firm wide maintenance window with occasional overtime on weekdays and weekends, especially during technology rollouts. 

ESSENTIAL FUNCTIONS (This list is not exhaustive and may be supplemented and changed as necessary.)
Excellent judgment in assessing user issues; intermediate trouble-shooting methodology.
Ability to work to the best resolution either through own knowledge or proper, timely escalation.
Proficient in Windows 10 OS and core application suite; including the Microsoft Suite and various applications.
Intermediate knowledge of Remote Computing and Citrix experience.
Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues
Intermediate knowledge of iOS setup and troubleshooting.
Knowledge of networks including wireless experience.
Intermediate understanding and knowledge of Voice over IP (VOIP) telephone systems.
Demonstrates the willingness and ability to help other team members on difficult issues.
Documents new findings/solutions and processes
Adheres to use of call ticketing system for each incident (e.g. request, issues, etc.).
Understands and follows ticket ownership guidelines and system usage.
Solid ability to research information through internal and external sources.
Adheres to written procedures, checklists and all quality control associated with project rollouts.
Participates in on-call and overtime on an as needed basis.
Ability to setup and troubleshoot video and audio in conference rooms.

Qualifications & Requirements Education, Work Experience, Skills:
Education. Computer Science or Technical qualification
Minimum of 5 to 6 years of experience in a professional services environment, law firm experience preferable.  
A+ and/or Microsoft certification are desirable.
Strong verbal and written communication skills.
Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible.
Audio Visual experience a plus.

Core Technologies
Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues.
Knowledge and the ability to support Microsoft operating system, including networking component, hardware, peripheral devices.
Knowledge and experience in conference center environment.

Current K&E Technologies
Microsoft Windows
Microsoft Office Suite
iManage DeskSite and FileSite
Citrix /VPN
Polycom and Cisco Video Conference Systems
Carpe Diem
ITSM Ticket Management System
Lenovo laptops and desktops

“This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and multifunction printers.”

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Calance is a global IT Services firm specializing in end-to-end solutions for Development, Managed Service,
Security, SAP, Project Control Integration and IT Staffing.Operating in the United States and India,
Calance helps clients bring their ideas and strategies to life through talent, technology and tenacity.

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