Urgent requirement —– Deskside Support L2 @ San Francisco, CA

Hi Friends,


Greetings from American IT Resource Group., Inc. J


I would like to touch-base regarding a position with one of our client, appreciate if you could go through the below job details and reply as soon as possible with your thoughts.


Job Title: Deskside Support L2

Location: San Francisco, CA

Duration: 6+ months Contract


Must have skills:

1.       Familiar with Office 365 (O365) admin panel

2.       Experience managing OS X (iOS/Mac) devices in a business environment

3.       Confident dealing with Active Directory.


The Role

We are currently seeking an experienced Local Technical Support person. The primary focus will be on day to day hands-on technical support and assistance to end users and face to face or through ticketed support requests across PAD NA based offices. The right candidate should provide troubleshooting and technical support via phone, remote support, email as well as desk side. During problem escalation, act as liaison between users and senior IT. You will be responsible for the maintenance of the support ticketing system, allocation of tickets upon escalation and as required among support staff to meet agreed service levels. 


We are looking for someone who gets excited about technology and helping with it. You need to be a strong thinker, detail oriented, a nimble problem solver, crazy resourceful and just as importantly you need to be able to work and connect with your team members and other internal functions.  We expect you to show ability to multi-task and coordinate problem resolution with users across NA. This position will report to the Global Head of IT.


Areas Of Responsibility

§  Act as level 2 support for PAD in the NA

§  Work closely with global managed service support team on escalated incidents and requests

§  Diagnosing and resolving technical issues with hardware and software

§  Ensuring all support requests are effectively logged

§  Escalate unresolvable issues to senior team members

§  Setting up new users and deploying end-user devices

§  Monitoring and maintaining computer systems and networks

§  Work with security team on running security checks on end-user devices



Technical Experience

§  Experience providing helpdesk support for multi-site 200+ user environment

§  Experience in supporting end-user devices including Windows 7/10, Apple (Mac, iPAD), mobile (Android, iOS)

§  Experience in supporting end-user applications (on-device, cloud) including Microsoft Office, business applications, and various mobile applications

§  Experience deploying end-user devices (laptops and mobile) and troubleshooting related issues

§  Experience supporting traditional office equipment including printers, audio visual equipment, and scanners

§  Experience in troubleshooting NW related issues

§  Experience in managing Active Directory


Non-Technical Experience:

§  Excellent organizational and technical documentation skills with the ability to work calmly under pressure and meet deadlines

§  High emotional intelligence, sense of self and work ethic, ability to be a great collaborator with a great attitude and positive outlook



§  Technical Certifications

§  Bachelor’s IS/Computer Science Degree (optional)


Thanks & Regards,


Vasanth Kumar Sakthivel

American IT Resource Group Inc

Phone: +1 (315) 825-0516

Email: vasanth@aitrg.com





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