Service Desk Technician

Title : Service Desk Technician

Location : Santa Clara CA

Duration : 6 months with possible contract to hire

Schedule : Hybrid (3 days per week onsite)

Pay rate : $28 / hr on w2

Service Desk Technician is responsible for providing end user support for all EFE end user staff. This includes interfacing with end users at all levels as well as other IT team members. The Service Desk Technician is the initial point of contact and is responsible for gathering and analyzing information regarding the end user's request or issue, troubleshooting, resolving or escalating as needed and handling the ticket through resolution.

Primary Responsibilities :

• Respond to incidents and service requests via Beyond Trust for calls and Jira ticketing systems.
• Troubleshoot hardware, software, and basic network issues for end-users.
• Provide remote support using company tools for remote desktop access.
• Log, categorize, and prioritize tickets accurately in the Jira ticketing system.
• Follow up on open tickets, ensuring timely resolution and user communication.
• Escalate complex issues to higher-level support or specialized teams.
• Use and contribute to the knowledge base, documenting solutions, and procedures.
• Follow standard operating procedures (SOPs) for consistent service delivery.
• Assist with password resets, account provisioning, and access requests.
• Ensure compliance with security policies and data protection standards.
• Assist with pipeline, upcoming, and ongoing projects as requested

Basic Qualifications :

Technical Knowledge :

Preferred Certifications :

#TB_EN