Please direct your responses to: amy.wong@windriver.com
Please apply using the following link:
https://windriver.tms.hrdepartment.com/jobs/3632/Help-Desk-TechnicianAlameda-CA
Wind River in Alameda has a position available for a Help Desk Technician. The Help Desk Technician will serve as the first point of contact and first-level troubleshooter supporting internal Wind River employees globally via the telephone, email, remote access tools and through our ticketing system to provide necessary support on IT related issues.
Major Responsibilities:
•Provide support services to Wind River employees with technical problems and information technology issues including, but not limited to Microsoft products, Adobe products, VPN, mobile devices, calling cards, conferencing cards, etc, involving desktop, laptop, communication devices or network services from local personnel or from employees using remote access.
•Troubleshoot and resolve minor to major hardware, software and networking issues.
•Respond to Help Desk calls and problem tickets (CSRs), following in-house procedures and escalation processes utilizing our ticketing system.
•Responsible for timely resolution of problems or escalation on behalf of customer to appropriate support teams.
•Assist the Desktop team to perform installations, configurations, upgrade tasks and basic repairs.
•Maintains password security, data integrity, and file system security for the desktop environment.
•Creating, maintaining and deleting user accounts (Windows, UNIX, VPN, Voicemail, etc.)
•Assist in identifying resolution gaps at the help desk, with any standard operating procedures and customer service guidelines relating to IT support.
•Provides input into the decision making process for larger scale decisions.
•Support and troubleshooting of printers, copiers and fax machines.
•Assist in coordinating and performing telecom moves, add and changes, or termination of service, acting as liaison between the telephone operating companies and Wind River employees in matters dealing with their telecom needs, and providing some degree of technical expertise.
•Setup and manage the phone numbers and voice mailboxes for various sites.
•Supports and maintains effective relationships with users.
•Respond to voicemails left on the Help Desk line.
•Performs other related duties as assigned.
•May be required to drive to other Bay Area Wind River offices or tradeshows for support.
•Assist with A/V, Video Conferencing, network and other telephony services when needed.
Core Skills and Experience Required:
•Must have strong customer service skills
•Must have the ability to work on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
•Must learn quickly and adapt to a changing environment and be eager to accept new responsibilities.
•Must be capable of supporting a large number of employees with Help Desk support that may include troubleshooting, repair and/or configurations on work stations and peripherals.
•Knowledge of Windows and Linux environments, desktop applications, PC & printer hardware repair.
•Attention to detail.
•Excellent written and verbal communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.
•Knowledge of Active Directory.
•Typically requires a minimum of 2-3 years of related experience.
•A+ or Microsoft certification desired.
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