DescriptionDesktop Support Technician Walters & Wolf is a leading Specialty Construction Company that has been in business for over 45 years. Today, we have over nine facilities in California, Washington, Nevada, and Arizona. Walters & Wolf offers their clients a range of products, including installations, from glass and glazing, custom stone products, curtain wall systems, composite panel rain screen systems, terra cotta products, custom doors, frames, and hardware products. Walters & Wolf is seeking candidates who are dedicated, hardworking, eager to learn, have high integrity values, teamwork, and want to continue learning within a LEAN environment. At Walters & Wolf, you will experience a culture that surrounds itself with exceptional customer service and exceptional quality products, as well as a culture built on trust and family values, which sets us apart from all competitors! Walters & Wolf Glass is currently seeking to fill a Desktop Support Role in Fremont, California.Position Summary: In this role, you will provide technical support for 600 end users across 10 remote sites, resolving support tickets that come in via the ticketing system, phone, email, chat, or walkups. You will primarily support Windows workstations and iOS devices. You will be given more in-depth, longer-term projects as needed, providing opportunities to learn and grow. Duties and Responsibilities
- Monitoring computer hardware performance and diagnosing system issues.
- Setting up new configurations for computers, including OS image deployment.
- Installing, configuring, and upgrading software applications including rollout projects.
- Configure and deploy iOS devices using MDM software.
- Troubleshoot and resolve software applications and OS-related problems.
- Using IT Service Management tools and systems to track and route cases.
- Identify, prioritize, and escalate situations requiring urgent attention.
- Take ownership of tickets and client interactions.
- Provide upbeat customer service.
- Other related duties as required.
RequirementsQualifications
- Minimum 1-3 years experience with installation and troubleshooting in a technical environment.
- Proven experience as a Computer Technician or similar role.
- Sound logical diagnostic ability and root cause analysis.
- Strong customer orientation, both internally and externally.
- Process-driven with strong documentation skills.
Required Skills 1-3 years of experience in administering/supporting the following:
- LAN/WAN environments
- Office365
- Zendesk ticketing system
- Hybrid on-prem/Entra Active Directory
- Help desk or relevant customer service skills
- Windows, IOS OS experience
- Experience with common corporate IT SaaS applications such as Teams, OneDrive, Zoom, DUO, Proofpoint, etc.
- Fundamental understanding of DNS, DHCP, and TCP/IP
- Basic knowledge of security principles
Preferred Skills
- Knowledge of scripting languages (e.g., PowerShell) for automation and task automation.
- Basic vCenter, ESXi administration.
- Veeam Backup and Replication.
Attributes
- Positive attitude and collaborative approach in working within a team environment.
- Strong customer service skills.
- Strong oral and written communication.
- Excellent interpersonal skills with the ability to communicate with a range of technical and non-technical people.
- Ability to learn and adapt quickly to changes.
- Critical thinking and analytical capabilities in troubleshooting and problem-solving.
- Planning, organizing, and prioritizing skills.
- Attention to detail.
- Ability to problem solve and think both logically and laterally.
- The ability to apply good time management discipline and work under pressure.