Linux Help Desk Support (w2 only)

Key Tasks & Responsibilities(More detailed description of responsibilities and tasks.)

• IT Help Desk support for all client locations

• Integration of new systems into the network infrastructure

• Initial installation of Linux operating systems (imaging, system hardening)

• Initial installation of basic Ubuntu applications including pre-defined engineering applications

• Support certification of HW with IT Linux image

• Install, configure, update and troubleshoot services for customers on local clients such as

HW/OS level concerns, web server, database server, applications server

• Teach customers “how to fish” while advising on technical issues

• Collaborate with fellow system administrators and support team members

• Ensure HW delivery to all new hires in time

• Provide exceptional service in all interactions

• Assist teams during rollout of new operating system versions (system upgrade)

• Troubleshoot incident tickets and route to DevOps team as needed

• Dispatch IT service provisioning tickets following pre-defined and documented processes

• Service desk role:

o Managing Tickets and monitoring until close of call

o Respond to user’s request within agreed time (call, email, ticket)

o Sorting, problem analysis, categorization, prioritization and processing of requests and

incidents

o 1st level support

o Process VPN activation

o Order client cell phone, change plans (e.g. roaming for international travel), cancel

accounts

o Recording of all actions in the ticket system

• Setup user accounts according to a defined standard process

o Create Active Directory Accounts

o Create email accounts

o Setup data areas in the file systems

o Change and delete user records

o Move/backup user accounts and data

• Interact with client systems administrator for escalation

• Process devices through End of Life processes following company defined safe disposal

practices (documentation, decommission, e-waste, recycling)

• Document IT processes best practicesSkills & Attributes(Indicate essential skills and desired

skills)

• Ability to prioritize tasks, work under pressure, managing concurrent requests

• Ability to use Help Desk Management system to log, track, and verify incidents and problems

• Ability to follow team policies, processes and procedures

• Ability to lift or move up to 50-lbs equipment if needed

• Ability to image, build and post-configure a desktop or laptop pc with the standard application

rollout, in addition to any supplementary applications, of which the installs are documented in

a central folder

• Ability to interact with vendors and contractors for warranty support, issue resolution, and

project planning

• Self-starter who shows the want and desire to resolve client issues with urgency and

empathy in a timely manner

• Excellent written and verbal communication skills with ability to communicate technical issues

to nontechnical and technical audiences

Job Type: Contract

Salary: $40.00 /hour

Job Location:

• Sunnyvale, CA