Workforce Technology Engineer Federal

Greetings!

Hope you and your family are doing great!

This is Ritesh Joshi Talent Advisor from Sumeru Inc. We frequently hire candidates with your skill set for our fortune clients globally so just wanted to check if you would be interested in the below job.

Project Details:

Job Title:

Workforce Technology Engineer

Location:

San Francisco CA

Duration:

6 months On W2 (Without Benefit)

Job Duties:

• In this role you will be responsible for supporting our federal employees and ensuring they have the best support experience.
• You will be part of a globally distributed support team that provides dynamic IT support for our employees.
• You will also share knowledge with our employees helping them to use technology to power their productivity as we continue on our Dynamic Work journey.
• You will be a strong advocate for our employees learning and understanding their technology challenges and championing change with our technology solutions that makes it easier to get our best work done.
• Our team is helping to transform the future of work which isnt easy but is tremendously fun and rewarding. We work on challenging problems are data driven and always focus on the employee experience.

Responsibilities:

• This IT Support Engineer will provide frictionless support share best practices and be a trusted advocate for our internal customers.
• A successful IT Support Engineer must have a strong understanding of common internet and SaaS applications (browsers Slack Google Workspace Office Client) hardware (Apple/Windows) mobile phones and devices networks virtual desktops and operating systems.
• The ideal candidate will also have great attention to detail and will be comfortable working in a fastpaced environment. Quick issue resolution and regular proactive maintenance are key to keeping the organization running.

Additional Responsibilities

• Daily support and triage for our federal employees
• Provide in person and remote support to our employees (all worker types and employee levels). Requests will come in a variety of forms such as tickets walkups Slack and email
• Meet and/or exceed Service Delivery SLAs and CSAT goals
• Break/Fix support as issues are discovered and resolving issues in a timely manner
• Proactively look for opportunities to increase customer and team productivity
• Effectively communicate with our customers and stakeholders with empathy and a customer first mindset
• Create knowledge articles and videos to enable our team and customers with technology best practices
• Strive to resolve all employee support interactions on first touch whenever possible while proactively and conscientiously balancing competing demands in a fastpaced environment
• Ability to identify potential user issues as larger system or companywide incidents.

Skills:

• Must live in the U.S. and be a U.S Citizen.
• 3 years experience with Mac and PC technical support.
• 3 years experience working in a heavily SaaS based environment with responsibility managing user/role based access to systems.
• 2 years supporting VDI solutions (VMware AWS).
• Flexible for early morning coverage and some late evening support.
• Experience with high priority escalations and highpressure situations.
• Strong ability to multitask and successfully coordinate multiple projects simultaneously; ability to prioritize activities effectively while ensuring a high level of accuracy and attention to detail.
• Excellent communication skills and customer service attitude.
• Selfstarter with initiative and a high figure it out factor.