Job Description

Founded in 2004, ComputerCare provides IT Asset Management services that enable our customers to support their employees in traditional, remote and hybrid work environments. Trusted by the biggest names in Tech, and authorized by the leading manufacturers, ComputerCare utilizes its industry leading knowledge to develop solutions that appropriately reflect the impact our devices have on our lives. At ComputerCare, we are  The Human Side of Hardware , and we believe that a cting with empathy, embracing curiosity, taking initiative, and holding ourselves  accountable , leads to  doing the right thing for our company, and the partners we support. ComputerCare is headquartered in Santa Clara, CA, USA – 

Job Description

Description

The IT Helpdesk Support role is onsite at a key customer’s location and is responsible for handling onsite and in person tickets that must be resolved in a timely manner. This role will service the students and staff (known as the “Community”) and act as a secondary point of contact/support for the hardware repair technician.

Essential Duties

• • Record, track and document help desk request problem solving processes including actions taken through to the final resolution.
  • Respond to support tickets and meet response/resolution time in accordance with SLA guidelines.
  • Provide onsite technical support to community members, in-person and virtually, to analyze, troubleshoot and diagnose hardware and software issues.
  • Act as the face of ComputerCare for onsite and in person customer facing support, engaging with a positive attitude and aligning with the company’s core values.

Roles & Responsibilities

• • Take the lead in all customer and client interactions, acting in the best interest of all parties involved.
  • Provide deeper technical troubleshooting of standard hardware (includes Mac OS, Windows, Linux) including decryption support.
  • Provision and deprovision devices (laptops, phones) which includes data wipe, os installations and configuration (MacOS, iOS, Windows and Linux).
  • Investigate and troubleshoot issues while effectively communicating with ticket submitters.
  • Work with system administrators in troubleshooting Windows and Linux imaging issues and networking related issues (SCCM, ISE logs, Chef validation).
  • Provide recommendations for improving processes and workflows, developing strategies to increase team efficiency and maintain a positive work environment.
  • Identify trending issues, recommending either remediation or escalation steps.
  • Maintain a clean and organized work space to manufacturer and organization standards.
  • Accept and process payments for services rendered within internal systems, ensuring accuracy and point of sales standards are met.
  • Perform other duties as needed and requested by Leadership.

Qualifications

• 3+ years of experience in a IT Support or IT Asset Management environment or equivalent
• 2+ years of experience in a customer facing role
• ACMT or A+ Certification required
• Familiarity with a vast variety of software platforms including but not limited to: Jamf, MECM (SCCM), Service Now or Netsuite (or similar), Windows, Mac OS, Linux, Google Workspace, Dou, VPN, Domain, Adobe, Autodesk, LassPass, Salesforce, VMWare, etc.
• Excellent customer service and problem-solving skills.

Additional Information

$27.15 - $40.73 an hour

Total compensation package may include:

Medical, Dental, Vision options, 401K Employer Matching, Company Paid Life Insurance, HSA, FSA , Employee Assistance Program (EAP), Adoption Assistance, Commuter Benefits, Coursera - Professional Certifications, Vacation Time & Sick Time Accrual, Time off for Community Volunteerism

All your information will be kept confidential according to EEO guidelines.

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