IT Support Technician

*Pay: $28/hr

* Potential contract to hire *

* Must work on site at the Folsom Office*

* On site training will be provided *

**The support center operates 24/7/365. All holidays and weekends are worked. There are 3 shifts Day, Swing and Graveyard. All workers will work one shift for a three-month period and then rotate to another shift. Work weeks are either Tuesday - Saturday or Sunday - Thursday.

**Shift times: Day 6:00am - 2:30pm; Swing 2:00pm - 10:30pm; Overnight 10:00pm - 6:30am

DESCRIPTION:

Managing Customer and Biometric personnel support calls including:

• Logging and support through trouble shooting or advising. Logging and escalating or routing call as required.
• Provide case status updates to Customer and Biometric personnel.
• Perform the installation, repair and preventative maintenance of computer and related systems.
• Assist in determining software to meet user requirements.
• Troubleshoot software and hardware failures and identify network problems when they relate to desktop or laptop computers and peripherals.
• Develop or assist in development of documentation and standard operating procedures and customer service guidelines relating to IT support of Biometrics support systems.
• Provide Data Center support including. Daily monitoring / checks. logging of noted issues. troubleshoot or assist in troubleshooting of data center related issues.

Requirements:

• Must have IT desktop support experience
• Experience working in an IT Call Center or Desktop Support environment
• System triaging
• Windows and Linux OS investigations.
• Printer and Scanner triaging.
• IT system and transaction investigations.
• Communication protocols (FTP, SFTP, SMTP and web services).
• SQL knowledge.
• Must have excellent customer service skills
• Excellent analytical and trouble-shooting skills

Desired Skills:

• Knowledge on software releases and deployment process required
• Knowledge on Kubernetes, pods, system alerts and logs preferred.
• Knowledge on azure and MFA is preferred