Help Desk Support

MatchPoint Solutions is a fast-growing, young, energetic global IT-Engineering services company with clients across the US. We provide technology solutions to various clients like Uber, Robinhood, Netflix, Airbnb, Google, Sephora, and more! More recently, we have expanded to working internationally in Canada, China, Ireland, UK, Brazil, and India. Through our culture of innovation, we inspire, build, and deliver business results, from idea to outcome. We keep our clients on the cutting edge of the latest technologies and provide solutions by using industry-specific best practices and expertise.

We are excited to be continuously expanding our team. If you are interested in this position, please send over your updated resume. We look forward to hearing from you!

Job Title: Level 2 Helpdesk Support Hardware and Network

Location: Emeryville, CA

Duration: 12 Months

Work Schedule: Onsite: Monday, Tuesday Wednesday, Friday

Work from home: Thursday

Job Description:

The Level 2 Helpdesk has the primary responsibility of resolving top-tier helpdesk requests, trouble shooting advanced issues and evaluating and installing new hardware and software. In this role, successful candidates need to be organized, energetic, have a strong customer service personality, be well versed, and be experienced in Microsoft, Apple, and Google environments, including basic network troubleshooting skills. Prior experience with large-scale, complex IT projects and implementations is a must. Ideal candidates will also have Office 365 experience.

Duties Include:

• Level 2 Helpdesk will maintain system availability of critical and essential business systems
• Provide customer support both onsite and remotely
• Image and configure Microsoft Windows/Apple iOS/MacOS X
• Monitor support requests to determine larger-scale issues
• Review current developments, literature, and technical sources of information related to job responsibility
• Resolve all escalated top tier help desk requests by providing technical support for users via phone, email, in person and remote support
• Resolve all workstation-related issues
• Lead or assist with onboarding of new company acquisitions and employees
• Drives projects to completion; Insists on the highest level of quality
• Sets up new employees with technical devices and access including, network access, resources, etc.

Requirements

• Associates degree required; Bachelor's degree preferred.
• Possess current certifications such as MCP in Windows 10, Network+, Cisco CCENT/CCT or Microsoft/Office365 related system
• 4+ years of experience as a Desktop Support/Help Desk/Service Desk/Network technician
• Extensive Microsoft O365/Intune/Windows 10 imaging and configuration
• Helpdesk ticketing experience with ServiceNow
• Active Directory and Office365 admin experience, experience with PowerShell scripting, demonstrated lead or high-profile role in projects
• Strong understanding of DNS, DHCP and other related network technologies & equipment
• Demonstrates enthusiasm and commitment toward the job and the company's mission; Supports company's goals and strategic priorities
• The ability to organize and manage multiple priorities
• The ability to consistently be at work, arrive on time, follow instructions, respond to management direction, and solicit feedback to improve performance
• Strong customer service orientation
• Establishes excellent interpersonal skills between all constituents: being courteous, professional, and helpful