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Onsite Desktop Support Technician II (San Francisco/Dublin/Concord Area)

Ethos Veterinary Health

Job Description

Onsite Desktop Support Technician II Position Requirements 

 

Job Summary 

Provides support to end users for hardware, software and access issues both remotely and in person.  Responds to telephone, email, online and in-person requests for technical support.  Efficiently identifies, researches, documents, and resolves or triages complex technical problems to achieve Service Level targets. Create knowledge base articles for Service Desk reuse and or for use by end-users to address common problems. This role will be an advocate for the onsite users withing the larger enterprise IT organization. Escalates vendor-specific issues to vendors supports teams as necessary.  Ability to identify and escalate trends and problems within the environment. Documents, troubleshoots, and resolves or escalates tickets using applicable systems and tools.  Must be able to work efficiently with minimal supervision to achieve performance KPI’s such as Contacts Handled, Call Quality Scores, Resolution and Ticket Reopen Rate. 

 

Primary Responsibilities 

  • Helpdesk and onsite desktop experience supporting users at all levels. 

  • Complete setup and configuration of Windows based machines (Windows 10,Windows 11), including OS configuration, application installation and GUI setup. 

  • Provide hardware troubleshooting and repair for laptops and desktops,  including replacement and/or installing of internal components 

  • Provide onsite support for Conference Rooms, including Audio/Video connectivity and usage 

  • Provide “smart hands” onsite support for network or server component installation and configuration 

  • Process Active Directory & Exchange requests including Account creation, password resets, and login issue support.  

  • Manges and complete tickets using ITSM/Ticketing systems.    

  • Mobile Device Configuration/Support (smart phone, tablet) 

  •  Supporting/troubleshooting MS Office (Excel, Word, PowerPoint, Outlook) 

  •  Printer configuration and troubleshoot (Direct Connected & Networked) 

  • Install and IP configuration of onsite Network/shared Printers and/or scanners 

  • Wipe and reimage of laptops and desktops using software such as Acronis, MDT, Fog 

  • Switches/routers/wireless networks (basic troubleshooting - Onsite & remote) - ability to efficiently traverse the first three layers of the OSI model.  

  •  Basic connectivity of laptops, PCs, etc. 

  • Active Directory & Exchange (Accounts, Logins, Password Resets etc.) 

  

 

 

 

 

 

Preferred Attributes 

  • Excellent communication and interpersonal skills with users of all skill levels. 

  • Ability to effectively prioritize and execute tasks in a high-pressure environment. 

  • Thinks clearly in difficult situations and knows when to escalate and ask for help. 

  • Highly Self-motivated and directed. 

  • Ability to work calmly in urgent or stressful situations. 

 

Minimum Qualifications  

  • Minimum of 5+ years of onsite Desktop Support experience 

  • Service Desk or Call Center experience a plus 

  • A+ Certification a Plus 

  • Experience with physical system setup and connectivity, both laptop and desktop. 

  • Experience with imaging building and configuration (Acronis, MDT, or similar) 

  • Experience with hardware troubleshooting, hardware install and/or upgrade 

  • Experience with Audio/Visual setup and support. Conference Room support 

  • Expert experience supporting MAC/IOS is a must-have requirement. 

  • ITSM/Ticketing system experience.    

  • Experience with Call Center software a plus 

  • Experience with Windows platforms (Windows 10, windows 11) 

  • Experience providing support to MS Office (Excel, Word, PowerPoint, Outlook) 

  • Excellent communication and interpersonal skills with users of all skill levels, especially at an Executive level. 

  • Ability to effectively prioritize and execute tasks in a high-pressure environment. 

  • Thinks clearly in difficult situations and knows when to escalate and ask for help. 

  • Highly Self-motivated and directed. 

  • Ability to work calmly in urgent or stressful situations. 

 

 

 

Preferred Qualifications 

  • Bachelor in Computer Science or related field 

  • 10+ years of Desktop support experience  

  • Experience with ServiceNow a plus 

  • A+ Certification a plus 

  • Application support experience with Active Directory, Group Policy Management, Remote Desktop Management and Licensing, DNS and DHCP 

  • Basic experience with setup and troubleshooting of Switches/routers/wireless networks (basic troubleshooting - Onsite & remote) - ability to efficiently traverse the first three layers of the OSI model.  

  • Experience using Active Directory & Exchange (Accounts, Logins, Password Resets etc.) 

 

 

 

Physical Requirements 

  • Able to lift minimum 20lbs 

  • Able to go under desks, in server rooms and physically connect systems and peripherals

 

Work Schedule: Monday Thru Friday

8am PST to 5pm PST

 

 

 

The base hourly range for this position is $26 - $30. Our pay ranges are primarily determined by role, level, and location. The range provided for each job posting reflects the minimum and maximum target for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

 

Benefits:

  • Medical, Vision, Dental insurance
  • 401(k)
  • Health Savings Account
  • Paid time off
  • Employee discounts
  • Allowances 

 

 

Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com.
 
Our commitments to the industry, the profession, our teammates, and our patients, will not change, and in fact will be stronger than ever, as we forge new ground as this new dynamic community.
 
Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees.  The team can provide more information about compensation and benefits for your specific location during the process.  For positions based in Colorado, EVH provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
 
Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
 
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This Job

Location:

san francisco, California, United States

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