IS Help Desk Technician

Company: Trimble Inc.
Location: Sunnyvale
Posted on: January 18, 2020

Job Description:

Job Title: IS Help Desk Technician
Location: Sunnyvale, California
Department: Corporate IT
Reports To: IS Helpdesk Supervisor
Job Summary:
Responsible for screening, referring, diagnosing, and resolving internal inquiries and work requests as they relate to the maintenance and support of corporate computers and related systems and software. Troubleshoot, identify, and resolve problems relating to PC's, Macs, mobile devices, software applications and workstation/network communication interfaces.

Primary Duties:

* Respond to support requests from Trimble employees worldwide. Ensure correct problem diagnostic is entered and maintained in the Help Desk database. Annotate and close all assigned tickets in a comprehensive and timely manner. Conduct follow-ups to ensure satisfaction of service.

* Resolve user problems individually or in conjunction with other IS staff and resources in a timely and effective manner. Provide assistance to other IS staff as required to resolve any user problems within his/her area of expertise.

* Ensure any faults associated with desktop computer systems are resolved as quickly and efficiently as possible with the least disruption for the user. This includes but is not limited to system hardware faults, operating system problems, supported application configurations, and network connectivity issues.

* Communicate with peers, other IS staff, IS management, business group managers, and other employees in support of end-users and the corporate IS infrastructure.

* Demonstrate and utilize exceptional troubleshooting skills relating to all hardware used in support of Trimble's computer user community, with a specific focus on DELL, Apple, and various mobile phones and tablets.

* Provide troubleshooting support for specific software applications installed on corporate computing systems. Escalate any unresolved problems to IS management and the appropriate IS support organization.

* Rotating on-call duties.

* Occasional after-hours support of executive council meetings.

* Ability to travel occasionally.


Skills & Experience Required:

* Proven track record of excellent customer service delivery.

* Personable and able to deal with a wide range of customers with different skill levels in a positive and friendly manner.

* Exceptional verbal and written communication skills.

* In-depth knowledge of PC hardware including Windows 7 & 10, Apple macOS systems, remote access tools, mobile devices, and all mainstream software applications including MS Suite.

* Must be able to successfully participate in a global team environment.

* Must be able to solve problems by exploring alternatives and selecting the appropriate solution.

* Must have the ability to work successfully with little to no supervision.

Education/Experience:

* 5-7 years of experience supporting hardware, software, mobile devices, remote workers and networked devices.

* Must have excellent technical skills relating to service delivery environments including hardware, software, and networking.

* Must be able to work on assignments that are very complex in nature where significant judgment is required in resolving problems and making routine recommendations. Develops new methods and practices to resolve new problems.

* Must have experience supporting executive staff.

* CompTIA certifications very desirable.

* ITIL certification a plus.

Our Company
Trimble is transforming the way the world works by delivering products and services that connect the physical and digital worlds. Core technologies in positioning, modeling, connectivity and data analytics enable customers to improve productivity, quality, safety, and sustainability. From purpose-built products to enterprise lifecycle solutions, Trimble software, hardware, and services are transforming a broad range of industries such as agriculture, construction, geospatial and transportation, and logistics. For more information about Trimble (NASDAQ: TRMB), visit www.trimble.com
Trimble is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D

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Keywords: Trimble Inc., Sunnyvale , IS Help Desk Technician, Professions , Sunnyvale, California