SERVICE DESK APP SUPPORT

Job title: SERVICE DESK APP SUPPORT
Location: 3990 CONCOURS STE: 400 (NAAM) Ontario California / 2304 Zanker Road San Jose CA 95131 & 11 Technology Drive Irvine CA 92618

Required Skills: Desktop Management SCCM Service Desk App Support
1014 Years of Experience

Job summary
Identifies correct knowledge documents and support materials to answer questions and troubleshoot issues
Learns about technology deployments and how they fit within business model/strategy
Explains general navigation to customers; Translates technical terms to nontechnical users to help in explaining navigation
Looks for opportunities to improve knowledge on technologies
Understands and adheres to the IM process and policies
Uses correct knowledge documents and support materials to answer questions and provide support
Identifies when request/issue should be escalated and assigns to appropriate party
Clarifies asks by listening for understanding and reflecting back
Performs rounds and completes required templates
Uses instrumentation and physical checks (walkthroughs) to monitor
Responds to and resolves incidents affecting operations
Performs physical buildouts installing computing devices and low voltage cabling
Provides direction to local security staff by assisting in post order definition
Manages identified defects through own and supporting organizations
Follows procedures to collect and manage data so its available for security audits
Performs maintenance per manufacturer specification
Oversees the activities of onsite vendors performing maintenance
Consistently without fail follows all safety guidelines
Oversees the activities of onsite vendors performing maintenance to ensure safety guidelines are followed
Interprets security standards and applies to own work
Identifies relevant security standards that apply to own work and adheres to protocols
Understands security risks & implications when evaluating solutions
Knowledgeable about current security controls
Does what is asked within the agreed upon timeframes and according to established procedures protocols and/or requirements
Demonstrates responsiveness by conveying critical information to decision makers